A complete breakdown of what's included in each tier. All services are month-to-month with no contracts.
Pro clients get priority response with a 1-hour critical SLA. Essential clients get business-hours coverage. Watch clients receive best-effort response.
| Priority | Description | Watch | Essential | Pro |
|---|---|---|---|---|
| Critical | Business down, all users affected | Best effort | 4 hours | 1 hour |
| High | Major function impaired | Best effort | 8 hours | 2 hours |
| Normal | Single user, workaround available | Hourly | Next business day | 4 hours |
| Low | Questions, how-to, non-urgent | Hourly | 2 business days | Next business day |
Business hours: Monday–Friday, 8 AM – 5 PM ET. After-hours emergency support available at $225/hr.
These are quoted as projects or billed hourly — always with advance approval.
| Category | Examples |
|---|---|
| New Hardware Deployment | Server installation, bulk workstation deployment (5+ units), access point installation |
| Network Infrastructure | New office network design, VLAN configuration, firewall deployment, structured cabling |
| Cloud Migration | On-premises to cloud, email platform migration, file server to SharePoint/OneDrive |
| Office Moves | Physical office move, IT teardown and setup at new location |
| Line of Business Apps | Industry-specific software: EHR, POS, CRM, accounting platforms |
| Compliance Audits | HIPAA risk assessments, PCI compliance audits, SOC 2 preparation |
| After-Hours Emergency | Critical issues outside business hours (Essential & Watch tiers) |
| Data Recovery | Failed drives, ransomware decryption, forensic extraction |
Standard hourly rate: $150/hr | After-hours emergency: $225/hr | Project work quoted in advance.
Not sure which tier fits? We'll assess your environment and recommend the right level of coverage.
Schedule a Free Assessment(603) 767-4867 | WILDCAT IT | 155 Fleet Street, Portsmouth, NH 03801