We are a shared services business model, which means you are sharing our team with the rest of our clients!

This is great news for you since you don't have to invest huge amounts of money and time to build out and manage your own internal IT team. 

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We know the easiest way to deliver on our promise is to provide fast and reliable support when you need it most, so to keep things fair, we categorize all issues into priorities and work them in order. This means when you have an urgent issue – we can work on it super quick by taking longer to work on lower-priority tasks. 

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RESPONSE TIMES

• Urgent - 0 to 30 minutes Call ASAP

• Normal - 1 to 2 hours Email / Online

• Low - 2 to 4 hours (email) Email / Online

• Onsite - Scheduled within 3 business days

• Monitoring - 24/7 automated alerts; human response during Support Hours

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RESOLUTION TIMES

• Most requests are resolved remotely the same business day

• Onsite requests are scheduled within (3) business days

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Due to the variables outside our control, we cannot guarantee a resolution time, but we can guarantee we will go above and beyond for you – every. single. time.

 

ADDITIONAL TERMS

• Email + Online requests are treated as ​normal priority. 

• You can send in as many IT requests as you like for items included in your Scope of Services. 

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PROJECTS

If something is not included in your Scope of Services, we classify the request as out of scope. Projects are billable based on your Rate Schedule, which you can find in your approved Managed Technology or Security Proposal from NTPC.

 

• All projects will require approval by an approved contact

• All project paperwork must be signed before commencement

• The SLA applies to in-scope requests for Remote Support and Onsite Service

• Projects and tickets requiring third-party vendors are excluded

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Out of Scope = Project