dbits-db def3405e39 Reorganize into subfolders for easier navigation

Structure:
- Services/ (22 docs) - Device mgmt, VoIP, MDM, etc.
- Products/ (10 docs) - dataBack, Huntress, BitWarden, etc.
- Security/ (6 docs) - Cyber insurance, PAM, awareness
- Backup/ (4 docs) - Recovery, disaster planning
- Policies/ (7 docs) - BYOD, user mgmt, credentials
- Legal/ (5 docs) - MSA, agreements, warranties
- Getting Started/ (8 docs) - Welcome, contact, tickets

2026-01-24 17:13:47 -04:00

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Raw Blame History

After-Hours Support

Hours of Operation

Regular Business Hours: Monday-Friday, 8:30 AM - 5:00 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

Call: 1-506-404-0055
State: "MITS emergency requiring after-hours support"
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

2 KiB Raw Blame History