Your network doesn't need another vendor. It needs someone who picks up.
When something drops at three in the morning, it doesn't matter who sold the hardware. It matters who answers, how fast, and whether they already know your topology or will ask you for the drawings while the business sits still.
We design the network, we run it, and we answer for it with times that are written down, not promised.
What we design and run
LAN and corporate WiFi
Switching, routing, VLANs, QoS, and the datacenter network fabric. All sized against your actual floor: a generic WiFi plan is the most expensive way to find out where there's no signal.
WAN, SD-WAN, and remote access
The links between sites, the SD-WAN, and the VPNs. If you have three offices and a datacenter, this is what ties them together — and what breaks first.
Perimeter security
Firewall, segmentation, and control over who reaches what. The network is where an incident gets contained or where it spreads. There's no middle ground.
Priorities and times
Applies to clients under an active support contract. Standard hours are Monday to Friday, 8:00 AM to 6:00 PM EST; 24×7 coverage is part of premium contracts.
| Priority | When it applies | Response | Target resolution |
|---|---|---|---|
| PriorityP1 · Critical | When it appliesTotal network outage or a critical service down | Response30 minutes | Target resolution4 to 8 hours |
| PriorityP2 · High | When it appliesSerious degradation affecting multiple users or sites | Response1 hour | Target resolution8 to 24 hours |
| PriorityP3 · Medium | When it appliesAffects non-critical operations or a limited group | Response4 hours | Target resolution1 to 3 business days |
| PriorityP4 · Low | When it appliesImprovements, scheduled changes, and technical questions | Response1 business day | Target resolution3 to 10 business days |
Response time by incident type
| Incident | Response |
|---|---|
| IncidentLAN/WAN connectivity | Response1 hour |
| IncidentSwitches and routers | Response1 hour |
| IncidentVPN and remote access | Response1 hour |
| IncidentSD-WAN | Response1 hour |
| IncidentWireless (Wi-Fi) | Response2 hours |
| IncidentNetwork performance analysis | Response4 hours |
| IncidentEscalation to the manufacturer | ResponseSame business day |
If we miss it
Credits apply only to premium or managed-service contracts that expressly include them, and they don't stack with other compensation. On standard contracts, a miss triggers an executive review of the incident, root cause analysis, and a corrective action plan.
| Monthly compliance | Credit |
|---|---|
| Monthly compliance98% to 100% | CreditNo credit |
| Monthly compliance95% to 97.9% | Credit5% of the monthly service value |
| Monthly compliance90% to 94.9% | Credit10% of the monthly service value |
| Monthly complianceUnder 90% | CreditContract review and executive corrective plan |
What we measure ourselves against
- response SLA compliance
- 98%response SLA compliance
- resolution SLA compliance
- 95%resolution SLA compliance
- availability target on managed services
- 99.9%availability target on managed services
- client satisfaction
- 95%client satisfaction
How a case escalates
- 1
Help desk
Logging, triage, and first diagnosis. A good share of cases end here, remotely.
- 2
Engineering
Advanced troubleshooting, configuration, and tuning. The engineers who run your network — not a script.
- 3
Architecture
Root cause analysis and the design of the real fix. If the manufacturer needs to get involved, it happens from here.
What we do when nothing is broken
Continuous monitoring
The infrastructure is watched around the clock. The point is for us to make the call before you notice anything.
Capacity review
Periodic performance and growth reviews. A link headed for saturation gives months of warning — if someone is watching.
Monthly report
An executive summary of what happened, what was met, and what we recommend. Without it, an SLA is a page nobody verifies.
What's outside it
We don't promise to solve everything in record time. We promise to be clear about what's in and what isn't, and to tell you early when something depends on a third party. These fall outside the times above:
- Custom software or application development.
- Physical repair of out-of-warranty hardware.
- Replacement of faulty equipment or components.
- Services delivered by third parties: ISPs, carriers, cloud providers, manufacturers, and utilities.
- Major architecture changes not covered by the contract.
- Infrastructure expansion projects.
- Recovery from natural disasters, vandalism, or large-scale cyberattacks.
- Incidents caused by configurations made by unauthorized third parties.
- Problems that follow from not applying technical recommendations we had already issued.
- Attention outside contracted hours, unless extended or 24×7 support is in place.
And what isn't ours to control
When the fix sits with a third party, we keep you informed on status and escalation — but the time that third party consumes doesn't count against our resolution commitment.
- Hardware or software manufacturers.
- Telecommunications providers.
- Cloud service providers.
- Availability of spare parts or replacement equipment.
- Approvals or sign-offs that sit on your side.
And something we'd rather say up front
Standard hours are 8:00 AM to 6:00 PM EST. If your operation needs overnight coverage, that's a premium contract and it needs to be discussed, not assumed. We also don't touch production by surprise: a maintenance window gets 72 hours of notice minimum, a standard change is scheduled 2 business days out, and a major one 5.
Who answers
The same team that builds the infrastructure is the one that takes the ticket. That isn't a sales posture — it's the reason a P1 can get a 30-minute response without anyone having to go find the drawings first.
See how we workWant to talk about your project?
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