Joey King
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81 lines
2.1 KiB
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81 lines
2.1 KiB
Markdown
---
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title: After-Hours Support
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description:
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category: getting-started
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tags: [getting_started]
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permalink: go.dbits.ca/dd/after-hours-support
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---
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# After-Hours Support
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## Hours of Operation
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**Regular Business Hours:** Monday-Friday, 8:00 AM - 8:00 PM AST
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**After-Hours:** Evenings, weekends, and statutory holidays
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## MITS Emergency Support
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digiBandit provides after-hours emergency support for Managed IT Services (MITS) clients experiencing critical system failures.
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### What Qualifies as an Emergency
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After-hours support is available for **Priority 1 emergencies only**:
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- Complete network or internet outage affecting all users
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- Server failure preventing business operations
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- Active security breach or ransomware attack
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- Critical system failure affecting multiple users
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- Complete email system failure
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- Critical backup failure with imminent data loss risk
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### What to Expect
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- **Initial Response:** Within 30 minutes
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- **Remote Triage:** Within 1 hour
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- **On-site Dispatch:** Within 2 hours (if required)
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### How to Request Emergency Support
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1. **Call:** 1-506-404-0055
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2. **State:** "MITS emergency requiring after-hours support"
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3. **Provide:**
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- Your company name
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- Number of affected users
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- Brief description of the issue
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- Callback number for the decision maker
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### After-Hours Rates
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| Service Type | Rate |
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|--------------|------|
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| Remote Support | $195/hour |
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| On-site Support | $260/hour |
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| Minimum Billing | 1 hour |
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**Note:** MITS clients receive the first 2 hours per month of P1 emergency response included in their agreement.
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## Non-Emergency Requests
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For issues that are not emergencies:
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- Submit a ticket via **hey@dbits.ca**
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- Your request will be addressed the next business day
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- Subject line: "MITS - [Your Company] - [Brief Issue]"
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### Not Covered After-Hours
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The following are addressed during regular business hours:
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- Single workstation issues
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- Printer problems
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- Password resets
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- Software installation requests
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- Performance issues
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- Non-critical updates
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## Questions?
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Contact us during business hours at **1-506-404-0055** or email **hey@dbits.ca** to discuss your support coverage.
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