At BRITECITY, we define response time as "an IT Professional is actively working on your issue." This distinguishes our approach from competitors who may blur this definition. Our 1-1-1-1 policy provides clear expectations for every type of request.
The 1-1-1-1 Response Framework
Our tiered response system ensures that critical issues receive immediate attention while allowing proper planning for larger initiatives:
For situations affecting multiple employees or critical business functions, we commit to responding within one hour, 24/7.
Examples: Complete lockouts, network outages, server failures, security incidents
When systems remain operational but specific functions are impaired, responses occur during standard business hours (Monday-Friday, 8 AM-5 PM). We always seek to respond ASAP.
Examples: Software issues, printer problems, email configuration, password resets
Planned projects like onboarding employees or deploying new computers receive scheduling within weekly timeframes, with flexibility for urgent situations.
Examples: New employee setup, workstation deployment, software installations, office moves
Significant network upgrades occurring every 3-5 years are designed, planned, and implemented within monthly windows.
Examples: Server migrations, network overhauls, cloud transitions, major security initiatives
What "Response" Really Means
Unlike some providers who count automated ticket confirmations as a "response," our response time measures when a qualified IT professional begins actively working on your issue. This means:
- A real person is reviewing your request
- Diagnosis of the issue has begun
- You can expect communication about next steps
- Work toward resolution is underway
After-Hours Support
For emergency issues, our 1-hour response applies 24/7, including nights, weekends, and holidays. Non-emergency issues submitted after hours will be addressed the next business day within the 1-day commitment.
How to Submit a Request
You can reach our support team through multiple channels:
- Phone: (949) 679-5299 for immediate assistance
- Email: Submit tickets via email for tracking
- Client Portal: Access your ticket history and submit new requests
When submitting a request, please include as much detail as possible about the issue, including error messages, affected users, and the impact on your business. This helps us prioritize and resolve your issue faster.
About the Author
Quick Answers
- What qualifies as an emergency IT issue?
- Emergencies include complete system outages affecting business operations, security breaches or active cyber attacks, server failures, and situations where multiple users cannot work. These receive a 1-hour response time guarantee.
- How do I report an emergency after hours?
- Call our support line directly - emergencies are answered 24/7. Leave a voicemail if needed and a technician will call back within the 1-hour window. For non-emergencies, submit a ticket through the portal.