How We Prioritize Your Support Requests

When something goes wrong, you want to know two things: that someone is on it, and roughly when they’ll get to you. This page explains how our team decides what comes first. It’s the same framework we use internally, written in plain English.

Every request is triaged by impact

We don’t work strictly in the order calls come in. We look at how much each problem is stopping your business, and the most disruptive problems go first. These are the targets our team works to for a first response:

• Critical: within the hour. Work has stopped. A server is down, the whole office is offline, or the connection between your offices has dropped.
• High: about 2 hours. Someone important is blocked. The internet is down but people can still work locally, or your accounting software won’t open.
• Medium: about 4 hours. One person is stuck, but there’s a workaround for now.
• Low: about 8 hours. Something is slow or annoying but still working, like sluggish printing or a software install.

If you’re not sure how urgent something is, call and tell us what it’s stopping. That’s how we decide.

Targets, not fine print

These targets describe how we work. They aren’t a contract guarantee, and we’d rather say that plainly than bury it. Our full written support framework is available on request if you’d like to see it before signing anything, or if your insurer or a client asks for it.

Who answers

• Our own team, including after hours. When you call outside business hours, you reach North Blue staff on call, never an answering service.
• Systems watched around the clock. Monitoring alerts come to us, so a lot of problems are spotted and fixed before anyone in the office notices.
• Most fixes happen remotely. Around 95% of issues are resolved without a site visit, because that’s usually the fastest way. When something needs hands on hardware, we come to you, anywhere in the US.
• People who know your setup. Our Client Success and IT Operations teams are your day-to-day contacts, so you aren’t explaining your office from scratch every time.

Talk to us

Call (714) 450-9330 or email hello@northbluenetworks.com. If you’re not a client yet and want to know how this would work for your business, start with a free IT check-in: a relaxed, no-obligation call to learn about your business and what you need.