Service Commitments
Clear expectations for support coverage, response priorities, and escalation.
Support Hours
Live helpdesk and engineering support is available Monday through Friday, 6:30 AM to 6:00 PM Central. Requests received outside business hours are queued and addressed at the start of the next business day unless covered by a separate after-hours agreement.
Monitoring Coverage
Managed clients receive automated infrastructure and security monitoring. Alerts are reviewed during business hours and escalated based on severity. Critical alerts may trigger proactive outreach during supported hours.
Response Priority Levels
Response targets below apply during business hours. Exact commitments are documented in your Master Services Agreement (MSA).
| Priority | Definition | Target Response |
|---|---|---|
| P1 — Critical | Business-stopping outage or active security incident affecting production systems | Within 1 hour |
| P2 — High | Major service degradation affecting multiple users or core workflows | Within 2 hours |
| P3 — Medium | Single-user issue or non-critical system problem with workaround available | Within 4 hours |
| P4 — Low | General requests, questions, or scheduled changes | Within 1 business day |
Escalation Path
- Service Desk — Initial triage, documentation, and resolution of standard requests.
- Engineering — Advanced troubleshooting for infrastructure, security, and cloud issues.
- Account Manager / vCIO — Strategic concerns, recurring issues, or service scope questions.
- Leadership — Escalation for unresolved P1/P2 incidents or contractual service concerns.
How to Request Support
- Client Portal — Preferred method for ticket submission and tracking (/portal)
- Phone — 254-343-7336 during business hours
- Email — support@pillarforge.tech
- Remote Assistance — Available for approved remote support sessions
Scheduled Maintenance
Planned maintenance is communicated in advance when possible. Emergency maintenance for security or stability may be performed with post-event notification when immediate action is required.
Service Scope
Services, devices, and systems covered under your agreement are defined in your onboarding documentation and MSA. Items outside scope are quoted separately or handled on a time-and-materials basis with prior approval.