Support That Matches the Situation
At Cowabunga Computers, we believe the right response depends on how big the problem is and how fast it needs to be fixed. That’s why we offer three clearly defined support levels—so you get the right help at the right time.
Standard Support
Reliable help for everyday issuesStandard Support covers routine technology issues that don’t require immediate attention and don’t significantly disrupt business operations.
Urgent Support
Fast help when one person is blockedUrgent Support is for time-sensitive issues affecting a single user where waiting for standard response times isn’t reasonable—but the business as a whole is not down.
Emergency Support
Immediate action when the business is at riskEmergency Support is reserved for organization-wide outages, critical system failures, or security incidents that require immediate attention.
How Requests Are Classified
Requests are classified based on the number of users affected, business impact, and time sensitivity. Our team assigns the appropriate support level to ensure fast, fair, and efficient service.
Frequently Asked Questions
What’s the difference between Urgent and Emergency support?
Urgent support affects one user who can’t wait. Emergency support affects multiple users, core systems, or business operations.
Can I request Urgent or Emergency support?
You can always tell us how serious an issue feels. Final classification is determined by our support team to ensure the right response.
What if an Urgent issue becomes an Emergency?
If the scope expands—for example, additional users are affected—the support level may be adjusted accordingly.
Why does Urgent support cost more than Standard?
Urgent support requires us to interrupt scheduled work and prioritize your issue. The higher rate reflects faster response and focused attention.
Is Emergency support available after hours?
Yes. Emergency support may apply during or outside normal business hours when immediate action is required.
How can I reduce Urgent or Emergency charges?
Many clients choose managed services, which include proactive monitoring and faster response—often preventing urgent situations altogether.
Need Help Now or Want More Predictable Support?
We’re happy to help you choose the right option for your business.
Talk to Cowabunga Computers