A local IT support contract with the response times written down. One senior, ITIL-certified engineer, on site in Chicago and the suburbs or remote, with reserved hours each month and defined response targets for urgent and routine issues. Terms of 3, 6 or 12 months, quoted to your scope before anything starts. From $1,350/month.
Two minutes to fill in. Required fields are marked *. I reply the same business day with a scoped quote and the SLA terms in writing.
Most "SLA" promises from IT vendors are a ticket acknowledgement, not a person. This one is a response time from the engineer who will actually do the work, and it is written into the contract.
| Priority | Response target |
|---|---|
| Business-downOffice or multiple users cannot work | Response within 1 business hour, on site the same day |
| UrgentOne user blocked, deadline at risk | Response within 2 business hours, on site the same or next business day |
| RoutineRequests, setups, changes | Response within 1 business day, scheduled within 3 business days |
| After-hours and weekend coverage | Available by arrangement at the published after-hours rate, or built into the contract for offices that need it |
Response means a reply from me with a plan and an ETA, not an auto-reply. Business hours are Monday to Friday, 8am to 5pm Central. Targets are defined per contract and depend on reserved hours and location.
A fixed block of support hours set aside for your office, used for break-fix, user support, Microsoft 365 and Entra ID administration, network and printer issues, and new-hire setups. Unused hours roll over one month, then expire.
Contract clients are scheduled ahead of ad-hoc visits. Business-down issues go to the front of the day.
Every visit is written up. Configuration notes, passwords in your password manager (not mine), network diagrams and a running change log, so nothing lives only in one person's head.
2-hour minimum on standard visits · Travel within ~1 hr included · Parts, software, licenses and subscriptions billed separately · Rates may vary by scope, distance, urgency, duration and contract volume · Month-to-month also available, cancel with notice.
Not a fit: 24/7 monitoring, help desk for hundreds of users, or fully remote-only support. For that, see Managed IT Support or send the details and I'll tell you honestly.
Office size, location, current setup, what keeps breaking. I reply the same business day.
Reserved hours, response targets, term length and rate, plus COI, W-9 and NDA for your procurement.
I document the environment, fix the backlog, and coverage starts.
Send your office size, location and what's been breaking. You'll get a scoped quote with the SLA terms, usually the same business day.