← All servicesEmergency support
A real engineer on the problem now, whether or not you are a client.
When something is down and your usual support is not answering, we take the call. We triage, contain, and get you running, then hand you an honest write-up of what happened and what would stop it happening again.
How we do the work
Reach us on the 24/7 emergency line, by email, or through the client portal. Every route reaches an engineer directly, whether or not you are already a client.
An on-call engineer is paged the moment the request lands and acknowledges within minutes. We establish business impact, affected systems, and the restoration objective before anything is touched.
We open a dedicated conference bridge and bring in the specialists the failure actually needs, so network, server, and security engineers work the problem together rather than in relay.
We drive the failure path to restoration by failover, rebuild, or documented workaround, choosing the route that returns service soonest without putting your data at risk.
Recovery is verified against your checks as well as ours, and the bridge stays open until you confirm you are running. We tell you plainly what changed and what to watch.
You receive a written emergency support summary: incident timeline, root cause, every action taken, and a prioritized list of what would prevent a recurrence.
What the engagement includes
- Immediate triage with a named engineer
- Containment and service restoration
- On-site response in Austin and Colorado Springs
- Post-incident stabilization
- Written incident report and recommendations
What you are left holding
- Incident timeline and root cause
- Restoration actions taken
- Prioritized remediation list
- Optional transition plan to managed support
Documentation is yours to keep, whether or not we keep working together.
You probably need this if…
- Systems down and your current provider is unreachable
- A security incident in progress
- A failed migration or upgrade that needs recovering
How you engage us
Three ways in, one response. Every route pages the on-call engineer immediately, so none of them waits in a queue until morning. Use whichever you can reach fastest.
Emergency line
Answered around the clock. The quickest route when something is down, and the one to use if you are not certain it qualifies as an emergency.
Best when logs, screenshots, or exact error text will save the engineer a round trip. It pages exactly as the phone does.
Client portal
Raise it from the portal if you are already a client. The ticket carries your environment and history with it, so the engineer starts with context rather than questions.
Let's scope Emergency support against your environment.
An hour with one of our engineers gets you a realistic scope, a timeline, and an honest read on what to do first.