A clear next step when the network stops
Know when someone will reply, and keep the recovery card where your staff can find it.
The evening window
Monday–Friday, 16:30–20:30 Pacific. Weekends are by separate arrangement. Basic support targets acknowledgement by the end of the next eligible evening window; a request during a window counts toward that window.
A Tuesday morning request targets a reply by Tuesday 20:30. A Friday request after 20:30 targets Monday 20:30. A human acknowledgement gives you a next step and an update time; it is not a restoration deadline.
What a monthly plan includes
monthly plans from $125. Basic includes 30 minutes of remote support per billing month, with no rollover and no included visits. Extra time needs your written approval; visits and new work are quoted separately, with a $350 service minimum.
Routine network review and scheduled configuration backup checks are separate from the support allowance. Coverage and included work are confirmed in your signed agreement. Daytime Priority coverage is unavailable until a contracted provider and rehearsed backup coverage are in place.
Your site’s bypass card
- Find the labeled card supplied with your network handover.
- Follow the exact tested steps for connecting through the ISP equipment. A cable swap alone does not work for every setup.
- Observe the card’s temporary network-separation limits and your processor’s directions for payment connectivity.
- Email us the symptom and whether the bypass worked. For an ISP outage, contact the ISP.
We demonstrate the bypass and the return to normal operation with your onsite contact before handover.
Service limits
No 24/7 coverage or promised restoration time. Payment systems, workstations, servers, incident forensics and regulatory reporting are outside this service. You can revoke remote access using the one-step method in your handover.