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
    • Response Time
      • Remote Support – 15 minute to 1 hour response
      • On-Site Support – 1 day / 8 business hour response

After-hours Support
  • Rate is $200/hr
  • 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.