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 when you call us by phone. This 1-hour emergency response is available 24/7, including nights, weekends, and holidays.
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, 8:00 AM - 5:00 PM Pacific Time). 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 true emergencies, our 1-hour emergency response is available 24/7 via phone. Simply call us, and a qualified IT professional will begin working on your issue within one hour - nights, weekends, and holidays included.
Email and portal submissions received outside business hours (Monday-Friday, 8:00 AM - 5:00 PM Pacific Time) will be handled the next business day within our 1-day commitment for normal issues.
24/7 Monitoring
Our systems monitor your infrastructure around the clock. When monitoring detects an issue, alerts are reviewed and addressed during business hours. For critical alerts that indicate an emergency situation, our on-call team is notified immediately to ensure rapid response.
How to Submit a Request
You can reach our support team through multiple channels:
- Phone: (949) 679-5299 for immediate assistance (required for 24/7 emergency response)
- Email: Submit tickets via email for tracking (handled during business hours)
- Client Portal: Access your ticket history and submit new requests (handled during business hours)
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 emergency response time guarantee for phone emergencies.
- How do I report an emergency after hours?
- Call our support line directly - phone emergencies are answered 24/7 with a 1-hour response. Leave a voicemail if needed and a technician will call back within that window. For non-emergencies, submit a ticket through the portal (handled during business hours: Mon-Fri 8:00 AM - 5:00 PM Pacific).