Service Level Commitments
Response and resolution targets by priority level. These apply to all managed clients on CORE, COMPLETE, and IDENETY plans.
P1 — Critical
Complete outage, ransomware, data breach, all users down
Response
15 minutes
Resolution Target
Best effort, continuous work
P2 — High
Single server down, email failure, security alert triggered
Response
1 hour
Resolution Target
4 business hours
P3 — Medium
Degraded performance, non-critical app issue, single user impacted
Response
4 business hours
Resolution Target
Next business day
P4 — Standard
New user setup, software install, how-to questions
Response
8 business hours
Resolution Target
3 business days
Business hours: Monday–Friday 8 AM–5 PM CT. After-hours on-demand support for P1/P2 incidents on managed plans.
Security Stack
The layers of protection deployed across every managed environment. Depth-in-defense, not a single tool.
Endpoint Detection & Response
EDR/XDR on every managed endpoint. Behavioral detection, automated containment, and 24/7 alert triage.
SIEM & Log Management
Centralized log collection from endpoints, firewalls, and cloud services. Correlation rules and anomaly detection.
DNS & Web Filtering
DNS-layer protection blocking malicious domains, phishing sites, and command-and-control infrastructure.
Email Security
Anti-phishing, anti-spoofing, DMARC enforcement, and attachment sandboxing for Microsoft 365 tenants.
Patch Management
Automated OS and third-party patching with compliance reporting. Critical patches deployed within 72 hours.
Vulnerability Scanning
Scheduled internal and external scans. CVSS-prioritized remediation with documented closure timelines.
How to Reach Us
Multiple channels, one team. Use the fastest path for your situation.
Phone
833.433.6389
Fastest path for critical issues
[email protected]
Standard requests and non-urgent issues
Ticketing Portal
Halo PSA
Track tickets, view history, submit requests
Critical incident? Call first.
For P1 events — outages, ransomware, active breaches — call 833.433.6389 immediately. Do not wait for a ticket response.
Escalation Path
Every issue has a clear escalation chain. Nothing falls through the cracks.
Tier 1 — Service Desk
Standard requests, password resets, software installs, how-to questions, new user setup
Tier 2 — Systems Engineers
Complex troubleshooting, server issues, network problems, security alerts, application failures
Tier 3 — Senior Engineers & vCISO
Critical incidents, architecture decisions, security incidents, compliance reviews, executive escalations
Onboarding Process
What happens between signing and steady-state operations. No surprises, no gaps.
Discovery & Assessment
We audit your current environment — endpoints, servers, network, cloud, and security posture. No surprises after onboarding.
Documentation & Runbooks
We document every system, credential vault, and escalation path before we take over management.
Tool Deployment
RMM agent, EDR, backup agent, and monitoring deployed to all in-scope devices. Typically completed within 5 business days.
Baseline & Hardening
We remediate critical findings from the discovery assessment and establish your security baseline.
Steady-State Operations
Monthly business reviews, quarterly security assessments, and proactive recommendations from your dedicated engineer.
Frequently Asked Questions
Ready to Work with a Team You Can Trust?
Start with a free IT assessment. We'll review your environment, identify gaps, and show you exactly what managed IT looks like for your business.