Covered Support
- Remote help desk support for covered users and devices.
- Ticket triage and resolution through the FastSupport support platform.
- AI-assisted diagnostics to help speed triage and technician preparation.
Standard Support Tier
Clear Support Service Levels. No Guesswork.
FastSupport.io uses priority-based response targets so managed-service clients know how to reach support, what qualifies as an emergency, and what to expect after a request is submitted.
How to Reach Support
Choose the channel that matches the issue.
For most requests, the client portal or support email is the primary path. The designated emergency line is reserved for true business-down situations.
| Channel | Use For | Response Target |
|---|---|---|
| Client Portal / Email Ticket | All non-urgent requests; the primary way to reach support. | Within 4 business hours. |
| Support Line | General questions and requests during business hours. Voicemail outside business hours is logged as a ticket. | Callback within 4 business hours. |
| Emergency Line | True emergencies only, as defined below. Emergency contact instructions are provided to managed-service clients. | Response within 1 hour, 24/7/365. |
Priority Definitions
Business impact determines response priority.
Response targets are for initial acknowledgement and active triage. Resolution time depends on issue complexity, access, third-party dependencies, and the approved scope of work.
| Priority | Definition | Business Hours | After Hours |
|---|---|---|---|
| Emergency | Business-down event, such as a network outage, ransomware or active security incident, or inability to process payroll or accept payment. | 1 hour | 1 hour |
| Urgent | A single user is fully blocked from working, such as a device failure, account lockout, or inaccessible critical application. | 2 business hours | Next business day |
| Standard | Everyday requests, including password resets, software installs, how-to questions, and non-blocking issues. | 4 business hours | Next business day |
Business hours: Monday–Friday, 8 AM–5 PM ET. Requests received outside business hours are logged immediately and handled according to the after-hours targets above, except Emergency-priority issues, which are covered 24/7/365.
What Standard Support Includes
Remote-first support with proactive operating coverage.
Proactive Coverage
- 24/7 automated monitoring, patching, and threat detection across covered devices.
- Monthly reporting on tickets, device health, and security posture.
- Ongoing oversight of agreed managed-service scope.
Scope & Additional Work
On-site visits, after-hours project work, and issues outside the agreed scope are billed separately at the applicable rate. FastSupport will confirm additional charges before performing that work.
Escalation
If a response falls outside the applicable target, contact FastSupport.io at hello@fastsupport.io or (804) 587-7977 for escalation.
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Request a Free Assessment →This page is a public overview of FastSupport.io Standard Support Tier service levels. The applicable managed services agreement, statement of work, and client-specific scope control if there is any conflict.