Our standards
The numbers we hold ourselves to.
Response, patching, restores, monitoring, communication and reporting, each marked as a commitment in the agreement or a standard we run by.
Two kinds of number.
Commitment
Written into the managed IT agreement. If we miss one, we tell you the same business day, before you ask.
Standard
How we run every environment, ours included. Measured, and reported to you every month.
| What | The number | Type |
|---|---|---|
| Critical: the business has stopped | A person working it within 15 minutes | Commitment |
| High: a team is blocked | Within 1 hour, business hours | Commitment |
| Normal: one person stopped or slowed | Within 4 hours, business hours | Commitment |
| Scheduled: planned work and questions | Next business day | Commitment |
| The clock stops | When a person who can act is working it, not at an automated reply | Commitment |
| What | The number | Type |
|---|---|---|
| Monitoring live | Day 0, proven by a test alert raised, received and closed | Commitment |
| Plan controls switched on | Week by week, each checked against the plan | Commitment |
| Documented | Day 30, to the 3am test | Commitment |
| A missed day-0 milestone | Reported the same day, with a new date | Commitment |
| New onboardings | Scheduled, never squeezed in; the start date on your quote is kept | Standard |
| What | The number | Type |
|---|---|---|
| Critical security patches | Within 72 hours of release | Standard |
| High severity | Within 7 days | Standard |
| Everything else | Within 30 days | Standard |
| Servers and line-of-business systems | In a window you agree, restore point first | Standard |
| A device that can’t be patched | An exception with an owner, a compensating control and a date | Standard |
| What | The number | Type |
|---|---|---|
| Backups monitored | Daily | Standard |
| Failed job investigated | Same business day (next on Essential) | Standard |
| Restore tested and opened | Monthly (quarterly on Essential) | Standard |
| Restore evidence | The file, the time and who did it | Standard |
| Recovery objectives | Written into your agreement at onboarding | Commitment |
| What | The number | Type |
|---|---|---|
| Multi-factor authentication on email | Required, or we decline the engagement | Standard |
| Endpoint protection | On every managed device | Standard |
| Vulnerability scanning | Monthly, critical findings fixed within 72 hours (Secured, Complete) | Standard |
| Offboarding a departing user | Within four business hours (Secured, Complete) | Standard |
| Access review | Every quarter (Secured, Complete) | Standard |
| Baseline | CIS Controls, Implementation Group 1, as the floor | Standard |
| What | The number | Type |
|---|---|---|
| A new inquiry | A reply from a person within one business day | Commitment |
| Critical incident updates | Every 30 minutes, progress or not | Standard |
| High severity updates | Every 2 hours | Standard |
| A change that affects you | Notice with the window and the back-out plan, before it starts | Standard |
| Monthly report | By the 10th | Standard |
| A number we don’t know | The report says so, rather than estimating | Standard |
| What | The number | Type |
|---|---|---|
| Documentation | Written to one test: could a stranger restore service at 3am? | Standard |
| Your accounts and passwords | Documented in your name | Standard |
| If you leave | A full handover within 30 days of notice | Commitment |
| Terms | Month to month, thirty days’ notice ends it | Commitment |
Hold us to them.
Every number here shows up in your monthly report, measured against this page. Where one is missed, you hear it from us first.
| Critical (The business has stopped) | 15 min |
|---|---|
| High (A team is blocked) | 1 hour |
| Normal (One person is stopped) | 4 hours |
| Scheduled (Planned work, questions) | Next business day |
Next business day is drawn at the end of the scale.
Written into the managed IT agreement. High, Normal and Scheduled clocks run in business hours. The clock stops when a person who can act is working the issue, not when an automated reply goes out.
Get started
Talk to an engineer, not a salesperson.
1‑855‑OPSWORQ855‑677‑9677 · Mon–Fri, 8am–5pm ET
If the business has stopped, call. Don’t use the form.
Pick a time for a 20-minute review of what you run, or write to us and a person replies within one business day. Then a written quote with a start date on it.