Yes. Your plan sets the hours our technicians work your tickets: Endpoint Starter covers business hours Monday through Friday, Endpoint Pro covers extended hours seven days a week, and Endpoint 360 covers 24/7, including weekends and holidays. Automated monitoring runs around the clock on every plan.
Plenty of practices don't keep banker's hours. Dental offices see patients on Saturday mornings, imaging centers start early, urgent care stays open late, and financial advisers take client calls in the evening. If your office keeps unusual hours, the right plan is the one whose support window covers the hours your people are actually working. This article explains how coverage works on each plan, what runs in the background at all hours, and how we handle work that has to happen after you close.
It pairs with our article on scheduling support around patient hours. That one covers when we do planned work; this one covers when a technician is available to take your call.
Every NerdSquad managed IT plan includes an industry-leading SLA. What changes between plans is the window in which technicians work your tickets:
Outside your plan's window, technicians are not on standby for your tickets. Anything you report is logged and picked up when your support window opens, in priority order. If your office regularly works hours your plan doesn't cover, that's a sign to move to a plan that does, and we'll tell you so during scoping. The exact hours for each plan are written into your service agreement; see What is your service level agreement (SLA)? for how that works.
Some protection doesn't depend on anyone being at a desk.
Our remote monitoring and management (RMM) tools watch servers, backups, disk space, security events and certificate expirations around the clock. When something starts to fail, an alert and a ticket are created automatically, and technicians work it within your plan's support window (or right away on Endpoint 360).
Endpoint detection and response runs all the time. If it sees ransomware-like behavior at 2 a.m. on a Sunday, it can isolate the affected computer automatically, before a person ever looks at it. A technician then investigates within your support window. Clients who add our SOC/MDR security monitoring also get 24/7 monitoring of security events by security analysts.
Separate from day-to-day support, some work is better done when your office is closed: server upgrades, firewall replacements, major updates, data migrations and moving to a new office. We schedule that kind of project work for evenings or weekends when it would otherwise disrupt patients or clients, whatever plan you're on. It is planned in advance with you, so you know when systems will be down and who to contact.
A few typical matches:
When we scope a managed IT agreement, including our Practice 360 medical IT program for medical and dental practices, we start with your real operating hours and recommend the plan whose window covers them. What's included, and how any work outside your plan is handled, is spelled out in your service agreement so nobody finds a gap during a bad week.
Use any of the usual channels: phone, email, the support portal or the portal chat. If you're on Endpoint 360, or your plan's extended window is open, a technician works the issue. Otherwise the ticket is logged and handled first thing when your window opens. For anything urgent during your support hours, call rather than email so we can start right away. For how we handle a full outage, see What happens if we experience an IT emergency or system outage?
We support practices and businesses across Southwest Florida, including Naples, Fort Myers, Cape Coral and Bonita Springs, onsite, and remotely nationwide. If you're not sure your current IT coverage matches your real schedule, we'll walk through your hours with you and tell you which plan fits. More on our approach to practices is on our managed IT services page.
Already a client? Call (239) 465-0079 or submit a ticket. If something is down, call so we can start right away.
Not a client yet? NerdSquad Managed IT Services is a Managed Service Provider (MSP) based in Naples, Florida. We support businesses onsite across Southwest Florida and remotely nationwide. Book a discovery call or call (239) 465-0079.