Response Time & SLA

Our Clients work around the clock - and so do we!

mac-tech Support, Maintenance and Monitoring Services are available 24/7. Our offices are staffed Monday through Friday from 9am to 6pm. We are also available at all times to provide emergency support to existing clients.

During business hours we acknowledge service request within 20 minutes. At that time we can give detailed service options and ETA.

Our guaranteed emergency response time for clients in our service area is:

• less than 1 hour for remote support
• within 3 hours for on-site support
• within 4 hours for on-site support outside of business hours

We can provide faster emergency response times and stand-by techs if needed. Please contact us if your company requires a different Service Level Agreement.

Also take a look at our Server Maintenance Contracts that include 24/7 monitoring of your server with real time alerts for our technicians and the delivery of replacement server hardware within 3 hours.