Estimate Your Recurring Support Costs
Answer a few questions about your business to get a tailored IT support recommendation.
IT Support Quiz
Bronze Tier:
- Remote support during business hours (Portal, Email, Phone)
- Ticketing system access
- Basic monitoring (up/down alerts)
- OS security patch management (monthly)
- Monthly ticket summary report
- Reactive troubleshooting per SLOs
- Excludes: Endpoint protection, backup, 3rd party patching, proactive maintenance, vendor management, strategic reviews, security training, ITDR
- Remote support during business hours (Portal, Email, Phone)
- Ticketing system access
- Basic monitoring (up/down alerts)
- OS security patch management (semi-monthly)
- Monthly ticket summary report with enhanced details
- Reactive troubleshooting with improved SLOs
- Monthly pooled support time for Section C (0.5 hr/workstation)
- Asset tracking & management
- Enhanced monitoring (CPU, RAM, Disk)
- Managed endpoint protection (AV/EPP)
- 3rd-party patching (semi-monthly)
- Standard managed backup (daily, up to standard GB/endpoint, 30-day retention)
- Preventative maintenance (quarterly)
- Excludes: Vendor management, strategic reviews, security training, ITDR, image-level/app-aware backups unless specified
- Remote support during extended hours (Portal, Email, Phone)
- Ticketing system access
- Basic and enhanced monitoring (Up/Down, CPU, RAM, Disk)
- OS & 3rd-party patching (semi-monthly)
- Comprehensive monthly reports
- Fastest SLO response and resolution times
- Unlimited support time for Section C workstations
- Asset tracking & management
- Managed endpoint protection (AV/EPP)
- Proactive performance monitoring & tuning
- Vendor liaison & management
- Enhanced backup (longer retention, image-level/app-aware options)
- Identity Threat Detection & Response (ITDR)
- More frequent maintenance (monthly)
- Strategic IT reviews (quarterly/semi-annual)
- Security awareness training
- Sectional: After-hours/on-site support (if specified)
| Severity | Bronze Response |
Silver Response |
Gold Response |
Bronze Resolution |
Silver Resolution |
Gold Resolution |
|---|---|---|---|---|---|---|
| Critical (1) System Down |
1 hr | 1 hr | 30 min | Best Effort <24 hrs |
Next Biz Day | 8 hrs |
| High (2) Major Impact |
2 hrs | 1 hr | 1 hr | 2 days | 1 day | Next Biz Day |
| Medium (3) Minor Impact |
4 hrs | 2 hrs | 2 hrs | 5 days | 3 days | 2 days |
| Low (4) Inquiry |
Next Biz Day | Next Biz Day | 4 hrs | 10 days | 7 days | 5 days |
Note: SLOs apply during business hours. "Best Effort" means prioritized but no fixed time. Resolution times may vary due to issue complexity, vendor dependencies, or client availability.