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What to expect when you need help: how we prioritize requests, when we aim to respond, and how critical issues are escalated.
Not every IT request carries the same urgency. A server outage affecting an entire office needs a different response than a new-user request scheduled for next week.
We assign priorities based on business impact and urgency, then use those priorities to set response expectations and escalation. Severity is assigned by Vulpine after consulting with the client.
A major outage or active security incident that prevents the business, a location, or a critical system from operating. Examples include widespread network or server outages, confirmed ransomware, or loss of access to a critical production system for most users.
Coverage: Business hours (24/7 P1 response available as a paid add-on).
Initial response objective: Within 2 business hours.
A significant problem affecting a large number of users or a business-critical function, but the organization can still operate in a limited capacity.
Coverage: Business hours.
Initial response objective: Within 4 business hours.
A limited number of users or functions are affected and the business process can continue, typically with a reasonable workaround.
Coverage: Business hours.
Initial response objective: Within 8 business hours.
A normal support issue affecting a single user, where the business process can continue without material impact.
Coverage: Business hours.
Initial response objective: Within 2 business days.
Planned work that does not interrupt current operations, such as scheduled changes, routine administration, new-user preparation, or project tasks that can be scheduled.
Coverage: Business hours.
Initial response objective: Within 4 business days.
Submit support requests through the client support portal, support email, or published support phone number. Response objectives begin when the request reaches one of Vulpine's monitored support channels. Requests submitted any other way may be delayed.
For a suspected P1 issue, call rather than relying only on email so we can confirm the incident has been received and prioritized correctly. If you have purchased the 24/7 P1 add-on, use the designated emergency contact method.
Response objectives are targets, not guarantees, and resolution times are not guaranteed. The response objective is how quickly we aim to acknowledge the issue and begin appropriate action. Resolution time depends on the cause, complexity, vendor involvement, replacement hardware, third-party availability, and whether a safe workaround exists.
No specific uptime percentage is guaranteed unless expressly agreed in writing. We continue working and communicating according to the severity of the incident rather than treating the first response as completion of the obligation.
Issues are escalated based on severity, elapsed time, technical complexity, and business impact. Critical incidents are escalated immediately. Other requests move to deeper technical or vendor involvement when the issue requires it or is not progressing as expected.
When another provider owns part of the affected system, Vulpine coordinates with that provider for covered vendors rather than simply handing the problem back to the client.
We perform routine maintenance with the goal of minimizing disruption to normal business operations. Work expected to cause a meaningful outage is scheduled outside normal business hours when practical and coordinated in advance when client involvement or downtime is required.
Emergency maintenance needed to address an active security risk or service failure may need to occur without the normal notice period.
This page is a plain-English summary of our normal service-response practices. It is not a contract. The Master Services Agreement controls, followed by the Services Guide, and then the signed Quote for client-specific commercial terms.
Questions about coverage
Ask us directly how this applies to your office before you sign anything.
We respond within one business day to schedule the 30-minute discovery call.
