Although typical response time during business hours is less than 1 hour, we will respond within 1 business day. We operate on MST with an 8 hour work day.
Systems are monitored 24/7 for major failures and network interruptions. Most of these issues we will be aware of and working on prior to reading any tickets. To date we have had zero downtime due to network or hardware failure, however, response times for such failures is next to immediate and ETR's depend on the situation.