IT Support Hours & Service Levels
FOSSnix IT is built for micro-businesses that need dependable IT support, clear communication, and practical response times—without paying for unnecessary 24/7 enterprise overhead.
Standard IT Support Hours
Monday through Friday
8:00 AM to 5:00 PM Pacific Time (PT)
Requests received outside standard support hours are handled the next business day unless emergency after-hours support has been arranged or approved.
How We Prioritize IT Support Requests
Priority 1
Critical Business Outage
A major outage preventing normal business operations.
Examples:
- Office-wide internet outage
- Server or core business service unavailable
- Multiple users unable to access critical systems
- Network or authentication failure affecting the whole business
Target response:
- within 1 business hour
Priority 2
High Impact Issue
A serious issue affecting multiple users or an important business function, but operations are not completely stopped.
Examples:
- VPN access failure for remote staff
- Team-wide file sync issue
- Degraded network performance
- Email delivery or access issues affecting several users
Target response:
- within 2 business hours
Priority 3
Standard Support Issue
A routine support issue affecting one user or one device.
Examples:
- Workstation issue
- Printer problem
- Application troubleshooting
- Peripheral or device setup issue
Target response:
- within 4 business hours
Priority 4
Requests / Planned Work
Non-urgent requests, scheduled work, documentation, or advisory items.
Examples:
- New user setup
- Software installation
- Minor configuration changes
- Questions, recommendations, or improvement requests
Target response:
- next business day
Response Times vs. Resolution Times
Response time means when you can expect an initial human acknowledgment and triage to begin.
Resolution time depends on the nature of the issue, vendor dependencies, hardware availability, third-party outages, and whether the work is break/fix support or a larger change.
FOSSnix IT provides clear communication throughout the process and works to resolve issues as efficiently as possible, but specific fix times are not guaranteed for all cases.
Communication During Active Issues
For urgent issues, communication matters as much as technical response.
For Priority 1 and Priority 2 issues
You can expect status updates during active troubleshooting, typically every 60 to 120 minutes depending on the situation.
For Priority 3 and Priority 4 issues
Updates are typically provided at milestones, upon completion, or by the next business-day check-in if work is still in progress.
After-Hours Support
FOSSnix IT is not positioned as a 24/7 helpdesk by default.
After-hours, weekend, and holiday support is available on a best-effort basis unless a separate coverage arrangement is in place.
Emergency after-hours work may be billed at an increased rate.
This model helps keep regular service practical and cost-effective for small businesses that primarily operate during normal business hours.
What This Support Model Is Designed For
FOSSnix IT is a strong fit for businesses that:
- operate primarily Monday through Friday during daytime hours
- want clear expectations and direct communication
- value proactive maintenance and stable systems
- prefer practical IT support over bloated enterprise contracts
- need support for offices generally under 75 users
What Isn’t Covered by Standard SLA Targets
Standard response targets do not guarantee immediate resolution where delays are caused by factors outside direct administrative control.
This can include:
- internet service provider outages
- third-party vendor outages
- hardware failure requiring replacement
- unsupported or unmanaged systems
- delays caused by pending client approval
- project work outside normal support scope
Support Requests vs. Project Work
Not every request is a support ticket.
Routine troubleshooting, maintenance, and minor changes are handled through standard support. Larger rollouts, migrations, redesigns, major deployments, and new infrastructure projects are quoted and scheduled separately.
This helps ensure urgent support needs are not delayed by project work, and project work receives the planning time it deserves.
Need a support model that fits your business?
If your business operates during normal weekday hours and wants practical, well-defined IT support without 24/7/365 coverage, FOSSnix IT may be a good fit.
See if We’re a Good Fit