---
title: After-Hours Support
description: 
category: getting-started
tags: [getting_started]
permalink: go.dbits.ca/dd/after-hours-support
---

# After-Hours Support

## Hours of Operation

**Regular Business Hours:** Monday-Friday, 8:00 AM - 8:00 PM AST

**After-Hours:** Evenings, weekends, and statutory holidays

## MITS Emergency Support

digiBandit provides after-hours emergency support for Managed IT Services (MITS) clients experiencing critical system failures.

### What Qualifies as an Emergency

After-hours support is available for **Priority 1 emergencies only**:

- Complete network or internet outage affecting all users
- Server failure preventing business operations
- Active security breach or ransomware attack
- Critical system failure affecting multiple users
- Complete email system failure
- Critical backup failure with imminent data loss risk

### What to Expect

- **Initial Response:** Within 30 minutes
- **Remote Triage:** Within 1 hour
- **On-site Dispatch:** Within 2 hours (if required)

### How to Request Emergency Support

1. **Call:** 1-506-404-0055
2. **State:** "MITS emergency requiring after-hours support"
3. **Provide:**
   - Your company name
   - Number of affected users
   - Brief description of the issue
   - Callback number for the decision maker

### After-Hours Rates

| Service Type | Rate |
|--------------|------|
| Remote Support | $195/hour |
| On-site Support | $260/hour |
| Minimum Billing | 1 hour |

**Note:** MITS clients receive the first 2 hours per month of P1 emergency response included in their agreement.

## Non-Emergency Requests

For issues that are not emergencies:

- Submit a ticket via **hey@dbits.ca**
- Your request will be addressed the next business day
- Subject line: "MITS - [Your Company] - [Brief Issue]"

### Not Covered After-Hours

The following are addressed during regular business hours:

- Single workstation issues
- Printer problems
- Password resets
- Software installation requests
- Performance issues
- Non-critical updates

## Questions?

Contact us during business hours at **1-506-404-0055** or email **hey@dbits.ca** to discuss your support coverage.

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