What qualifies as an IT emergency, how to reach our on-call team outside business hours, and what to expect during an emergency response.
Not every IT problem is an emergency — but some situations genuinely require immediate action regardless of the time or day. Knowing the difference and knowing how to escalate will determine how quickly your business recovers.
What Qualifies as an IT Emergency
- Complete loss of internet connectivity for your entire office.
- Ransomware or suspected active cyberattack.
- Your email server is down and no one can send or receive email.
- A critical business application (POS system, ERP, client portal) is completely unavailable.
- A server failure that has taken down multiple business systems simultaneously.
- A lost or stolen device containing unencrypted business or customer data.
How to Reach Us in an Emergency
Call (925) 365-9811 24/7. Outside of business hours (M–F 9–6 PT), follow the prompts to reach the on-call technician. Do not rely solely on a ticket for emergencies — call first.
When you call, have ready:
- Your business name and account number (found in your portal under Account Settings).
- A brief description of what's happening and when it started.
- Whether anyone has taken any action on the affected systems since the issue began.
What Happens During an Emergency Response
- On-call technician confirms the situation scope.
- Remote access attempt or escalation to on-site if remote is not possible.
- Containment steps taken to stop ongoing damage.
- Restoration prioritized based on business impact.
- Post-incident report delivered within 48 hours of resolution.