Service levels
How support requests are prioritized and handled. Response targets and coverage hours for your organization are set in your service agreement.
Priority-based response
Every request is assigned a priority based on its impact. Response windows range from immediate engagement on critical outages to same-day response on standard requests.
- Critical: a core system is down, many people cannot work, or a security incident is suspected.
- High: a person or team is blocked, or an important system is degraded.
- Normal: something is not working but there is a workaround.
- Low: questions, minor changes and planned requests.
Issues affecting many users or critical services are escalated automatically and handled before lower-priority requests.
Coverage and scope
End-user devices, servers, networking and core line-of-business services covered by your agreement are supported, with responsibilities defined in writing. Systems outside the agreement can be supported as billable work.
Hours and after-hours response
- Business hours coverage for routine support and changes
- After-hours availability for critical incidents, as defined in your agreement
- Planned maintenance windows communicated in advance
Monitoring and infrastructure
Servers, firewalls and core services are monitored with alerting and documented remediation steps. Internet and remote access issues are coordinated with your ISPs and other vendors when needed.
Backup and recovery
Recovery point and recovery time objectives are defined for key systems, and test restores are performed and documented on a schedule.
How to reach support
Call for urgent incidents and outages. Use the client portal or email for everything else, so the request is tracked and prioritized properly.
Phone: (510) 469-0947
Email: support@gntsecurity.com
Client portal: portal.gntsecurity.com