Tier 1 & Tier 2 incidents
Failed jobs, media-agent or infrastructure failures, and failed restores — raised, worked and tracked to closure.
Support Services
Tier 1 and Tier 2 incident handling, escalation, vendor coordination and operational support for your backup environment — so backup problems are worked to closure, not just acknowledged.
What's included
Vendor coordination
We open, own and drive the backup-platform vendor ticket to resolution on your behalf.
Escalation management
Defined severity levels and named contacts, so urgent issues reach the right person fast.
Operational support
Policy questions, client onboarding and offboarding, and in-scope configuration changes.
Proactive alert review
Alerts triaged before they become outages, not after.
Documentation & handover
Knowledge captured and handed over after every engagement, so context is never lost.
How incidents are handled
Every incident follows a consistent path so nothing falls through the cracks:
- Triage & severity — classified against the severity definitions agreed in your contract.
- Ownership & vendor engagement — assigned to a named engineer; vendor tickets opened and owned where included.
- Resolution & root cause — fixed, with a root-cause note so the same problem does not repeat.
- Closure & learning — reviewed, closed, and fed into continuous improvement.
Response and resolution targets are set per contract and tied to severity, so expectations are explicit rather than assumed.
Customer benefits
Faster recovery
Specialist focus means backup incidents are resolved quicker, reducing exposure.
One point of accountability
We coordinate vendors; you get a single, clear status instead of multiple threads.
Predictable cost
A known support arrangement replaces unpredictable break-fix bills.
Freed-up IT
Your internal team steps out of backup firefighting and back to strategic work.
Frequently asked questions
How are response times defined?
Response and resolution targets are set per contract and tied to incident severity. We agree the severity definitions and targets with you before the service starts, so expectations are explicit rather than assumed.
Do you coordinate with our backup platform vendor?
Yes. Where your contract includes vendor coordination, we open, own and drive the platform vendor ticket to resolution on your behalf, keeping you updated throughout.
Can support be added to an existing managed service?
Often, yes. Support is commonly layered on top of managed backup operations or professional services, or purchased on its own for estates you operate in-house.
Ready to talk?
Tell us about your environment and where backup operations are hurting.