Castlerock Managed IT Services Company is committed to providing the technology support you and your business need. When you contact our Support Team by phone, email, or through our support portal, one of our engineers quickly assigns your ticket a priority level from Urgent to Low. Castlerock offers guaranteed response times according to the priority level of your issue. You can request a higher or lower priority for any ticket you open with our team.
Failure or severe degradation of website, operating system, or server performance/access. Castlerock guarantees to begin solving Urgent Priority tickets within 30 minutes. 95% of Urgent Priority issues are solved within 1 hour.
Partial failure or moderate degradation of website or server, resulting in reduced user access and multiple irregularities/slowdowns. Castlerock guarantees to begin solving High Priority issues within 1 hour; 95% are solved within 2 hours.
Minor service impact from degradation of website or server, with single users unable
to access and failure of standard changes or additions. Castlerock guarantees to begin solving Normal Priority issues within 2 working hours; 95% are solved within 1 day.
Minor service impact or feature enhancement request, with users able to access almost all business resources. Includes scheduled maintenance, changes to firewalls, etc. Castlerock guarantees to begin addressing Low Priority requests within 4 working hours; 95% are closed within 3 days.