Our regular service department hours are Monday through Friday, 7am to 7pm CST. Phone calls during business hours are answered live, not routed to voicemail.

Yes, for emergencies. NetCare Managed IT clients have access to 24/7 emergency support outside our regular 7am to 7pm CST hours, in addition to live phone support during the business day.

Every incoming ticket is triaged by priority, so the most disruptive issues get attention first. If you call in, you're assisted immediately rather than waiting in a queue. Response time depends on how much of your firm the issue affects. Our goal is the following: Service outages, where all users and functions are unavailable, are treated as high priority and addressed within 4 business hours. Significant degradation, where a large number of users or business-critical functions are affected, is treated as medium priority and addressed within 24 business hours. Limited degradation, where a smaller number of users or functions are affected and your firm can continue operating, is treated as low priority and addressed within 72 business hours. Full details are available in our Service Level Objectives.

Our team monitors your systems proactively to catch issues before they disrupt your work, and our support team is ready to respond quickly if something does come up, during tax season or any other time of year.