Quickly, and often before you notice. Every NerdSquad managed IT plan includes an industry-leading SLA, and the exact commitments for your business are written into your service agreement.
When the register freezes during the lunch rush or nobody can open email on Monday morning, the clock matters. Here is how we handle a new issue from the moment it's reported, how priorities work, and where to find the terms that apply to you.
A Service Level Agreement (SLA) is the part of your contract that sets how fast we respond and how we escalate. Ours sets response targets by priority, so a server outage is handled ahead of a request for a new desk phone. We don't advertise one number for every situation because it would mislead you: a company-wide outage and a password reset shouldn't wait in the same line. The priority levels are explained in What do the ticket priorities mean?
Your plan sets the hours our technicians work your tickets:
Automated monitoring runs around the clock on every plan.
We run two support tiers instead of the usual three. The person who takes your call is a technician who works the problem, not someone who writes it down and passes it along. If it needs a specialist, it goes straight to one, and you don't have to explain it a third time.
Remote monitoring and management (RMM) watches server health, disk space, backups and security alerts. When something starts to fail, a ticket opens on our side, often before anyone in your office notices. Endpoint detection and response does the same for threats and can isolate an infected computer while a technician investigates.
For anything urgent, call. For everything else, use whichever channel is easiest for you: phone, email, the support portal or the portal chat. The options are laid out in How do I get support or submit a ticket?
This article describes how we work. Your service agreement defines the business hours for your plan, the priority levels, response targets and escalation steps. Clients can ask for a copy any time. If you're comparing providers, we'll walk through those terms with you before you sign anything.
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.
Related: Managed IT services and plans