Response Times & Emergency Upgrades
Standard Response
- On average, we answer our phones within 7 seconds.
- We answer web chats in less than 30 seconds.
- Tickets for hourly “on-demand” support are worked on a best-effort basis.
After-Hours Response
- We offer 24/7 remote support for Ally’s Internet and Phone services.
- All other support outside of our normal business hours is billable.
Guaranteed Response
- We offer a guaranteed response time for the following services:
- Managed IT Support – See Chart Below
- Ally Voice
- Ally Internet
- Ally Cellular
Emergency Response
- An “Emergency Upgrade” is available for $100
- Remote Support – 15-minute response
- On-Site Support – 4 business hours
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.