Response times & support hours
What happens if our whole system goes down during business hours?
A business-stopping outage is our highest priority — it jumps straight to the front of the queue and is escalated immediately to senior technicians, not left in a normal ticket line. We work to restore you as fast as possible, keep you informed throughout, and where it's a serious failure, fall back on your tested backups and disaster-recovery plan.
When everything's down, you don't want a ticket number and a four-hour window — you want the right people on it now. A whole-business outage is treated completely differently from a routine request.
How we respond to a major outage
- Immediate priority and escalation — it goes straight to the front of the queue and to senior technicians, not a normal support line.
- Diagnose and contain — work out what failed and stop it spreading (especially important if it's a security incident).
- Restore — bring systems back as quickly as possible, falling back on tested, immutable backups for a serious failure.
- Keep you informed — you're told what's happening and the likely timeframe, rather than left guessing.
- Post-incident review — fix the root cause so the same thing can't happen again.
Why prevention is the real answer
The best outage is the one that never happens. Our proactive monitoring catches the large majority of issues — a failing drive, a filling disk, a service falling over — before they ever become a business-stopping event. And if the worst is a ransomware attack, tested backups are what turn a disaster into a recovery. For clarity on our response commitments, see our SLA or call (08) 9325 1196.
Still have a question?
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