Response Times & Emergency Upgrades
Business Hours Support
- $100 fee upgrades best-effort tickets and all tickets below P1 Critical
- Fee is waived for the following types of services if the issue is classified as P1 Critical
- Managed IT (remote only)
- Ally Voice
- Ally Internet
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Response Time
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Remote Support – 15 minute to 1 hour response
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On-Site Support – 1 day / 8 business hour response
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After-hours Support
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Rate is $200/hr
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Exception for Ally Voice & Internet. Tier 1 remote support is included 24/7.
Priority & Guaranteed Response
| Priority | Guaranteed Response | Example |
| Critical | 15 Minutes | An entire location is offline or unable to work |
| High | 1 Hour | Department is offline or unable to work |
| Medium | 2 Hours | A single PC or User is offline or unable to work |
| Low | 4 Hours | Degraded service (Slow Internet, WiFi, poor call quality |
| No SLA | None / Best-Effort | New User, Software, Hardware or Maintenance |
Ally Communications, LLC reserves the right to adjust pricing/rates and terms without advance notice,
as part of its current pricing schedule.