digiDocs/Getting Started/After_Hours_Support.md

title	description	category	tags	permalink
After-Hours Support		getting-started	getting_started	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.