Standard Support Hours:
- Monday – Friday 8 AM – 5 PM
- For any tickets opened outside of our standard support hours, the SLA / Triage will begin at the start of the next business day.
- Emergency Support – Emergency after-hours support is available for Total IT management clients and will be billable based on the required resources. SBT Emergency support is available via email at [email protected] with a 1-hour minimum charge.
Supported Devices:
- Manageable client-owned Firewalls
- Manageable client-owned Switches
- Manageable client-owned Access Points
- Manageable client-owned SANs
- Windows Servers not past Microsoft End of Life
Response times:
Response times will be varied, depending upon the severity of the issue at hand. Our response time assurances are:
- Critical: 2-hour response (However, it will bump to the top of the queue and, typically, be less than 1 hour.)
- Normal: 2-hour response
- Low: 12-hour response
- Critical – A problem affecting multiple users, creating a work stoppage.
- Normal – A general issue that affects a single user and does not stop work
- Low – A service request which does not require immediate attention. (Ie. A disk getting low on space, predictive failure on HD’s, new VLAN setup etc..)
Critical Support:
- Alert is generated via SBT Monitoring Tools or initiated by the Client
(Open a ticket via the client support portal at support.sbtpartners.com, via email at [email protected], or via phone at NOC 855-SBT-SERV) - The SBT support team will acknowledge the alert and assign it to engineering\client success team
- SBT client success team will contact the client on any critical impacting alerts if necessary (ie. Some alerts can be resolved without any client interaction)
- SBT client success team will escalate to the Vendor for hardware or service issues when necessary.
- SBT client success team will verify with the client the issue is resolved
Normal / Low Support:
- Alert is generated via SBT Monitoring Tools or initiated by the Client
(Open a ticket via the client support portal at support.sbtpartners.com, via email at [email protected], or via phone at NOC 855-SBT-SERV) - The SBT support team will acknowledge the alert and assign the ticket to an appropriate resource
- SBT support resource will contact the client on any alerts if necessary (ie. Some alerts can be resolved without any client interaction)
- SBT support resource will escalate to the Client Success team if escalation support is needed
- SBT support resource will escalate to a Vendor for hardware or service issues when necessary
- SBT support resource will verify with the client the issue is resolved
NOTE: 99%+ Percent of all alerts are typically resolved remotely
Patch Management:
- Servers: We patch servers once a month on a client-defined schedule after hours. Any Zero Day Patches are applied within 1 week or sooner, depending on the vulnerability.
- Firewall/Network Infrastructure: We patch as new updates are released after hours as long as valid service contracts are in place to obtain the patches.
- Zero Day – Patched within 72
- Critical Patches – Patched within 7 days
- Standard Patches/Version upgrades – 30 to 60 days, depending on the update, to ensure the patch is stable before applying.
On-Site Support:
Our team is equipped to remotely guide non-technical staff through necessary onsite tasks via video call, offering a swift alternative to deploying a technician. Should any warranty-covered devices encounter hardware issues, we will provide next-business-day support onsite at no additional cost.
In instances where onsite support is necessitated due to unreported changes, such support will be subject to billing. Our onsite support, when dispatched, is billed at our standard engineering rate of $200/hour during regular business hours and $300/hour for after-hours service, with a two-hour minimum charge. Please note that requests for dispatched support must be made by an authorized contact.
