Response times you can read, not response times you hope for.
Every Northgate plan publishes exactly how fast we answer and how fast we aim to resolve, by severity. Pick the coverage that fits your risk, and hold us to it.
Our commitment
A service level is a promise, so we put ours in writing.
Plenty of IT companies talk about fast support. Very few will tell you, before you sign, exactly what fast means. Northgate defines a target response and resolution time for every severity level, and those targets are the same whether it is 2pm on a Tuesday or 2am on a holiday. You choose a plan based on how much downtime your business can tolerate, and our monitoring, staffing, and escalation are built to hit the numbers we published. If we miss, you will know, because the targets are transparent from day one.
- Published response and resolution targets for every severity
- 24/7 coverage on managed and complete plans, holidays included
- A named escalation path so urgent issues never sit in a queue
Three plans, one standard of care
Essential
Business-hours helpdesk and monitoring for smaller teams. Priority 1 response under 60 minutes during business hours, with proactive patching included.
Learn more →
Managed
Our most popular plan. 24/7 helpdesk and monitoring, Priority 1 response under 15 minutes, security baseline, and quarterly strategy reviews.
Learn more →
Complete
Everything in Managed plus advanced security, compliance reporting, a dedicated vCIO, and the fastest escalation path we offer.
Learn more →How we triage every ticket
- P1Under 15 min
Critical outage
A system-down event affecting the whole team. Answered in under 15 minutes on Managed and Complete plans, with senior engineers engaged immediately.
- P2Same day
Major impact
A key system or group is degraded but working. Prioritized ahead of routine work with a same-day resolution target.
- P31 business day
Standard request
Everyday support such as a new-hire setup or an application issue, scheduled and resolved within the plan's business-hours target.
- P4Scheduled
Planned work
Projects, upgrades, and improvements scheduled with you in advance so they never interrupt the working day.
Questions about plans and response times
Which plan do most companies choose?
Managed. For a 20 to 200 seat business, round-the-clock coverage and a 15-minute critical response is usually the right balance of protection and cost.Can we change plans later?
Yes. Plans are reviewed at each quarterly strategy meeting, and you can move up or down as your team and risk change.Is after-hours support really included?
On Managed and Complete plans, yes. Monitoring runs 24/7 and urgent issues are answered around the clock, holidays included.
Not sure which plan fits
We will recommend one after a short assessment.
Tell us your team size and how much downtime you can tolerate, and we will point you to the right level of coverage.
