This page sets out how quickly we respond to tickets, calls and emergencies on each managed plan. If you ordered security services online, you get support Monday to Friday, 8am to 6pm Pacific Time, with emergency incident response as needed.
Response time is the time from when we receive your ticket to when a person on our team starts working on it. It is not the time until it is fixed.
Resolution time depends on the problem. A forgotten password takes minutes; a ransomware incident takes hours or days. We track both, and we commit to response time.
During business hours we aim to respond to every ticket within 30 minutes. The tables below are the longest you should wait.
| Urgency | Respond within | Cover |
|---|---|---|
| Urgent | 2 hours | Business hours (Monday to Friday, 8am to 6pm PT) |
| High | 4 hours | Business hours |
| Normal | 1 business day | Business hours |
| Low | 3 business days | Business hours |
Tickets sent after hours wait until 8am on the next business day.
| Urgency | Respond within | Cover |
|---|---|---|
| Urgent | 1 hour | 24/7. We alert whoever is on call |
| High | 2 hours | Business hours |
| Normal | 4 hours | Business hours |
| Low | 1 business day | Business hours |
After hours, someone answers urgent problems. High, normal and low tickets wait until the morning.
| Urgency | Respond within | Cover |
|---|---|---|
| Urgent | 30 minutes | 24/7 |
| High | 1 hour | 24/7 |
| Normal | 2 hours | Business hours |
| Low | 4 hours | Business hours |
Anything affecting the business is covered 24/7, and you have a dedicated account engineer.
Business hours are Monday to Friday, 8am to 6pm Pacific Time.
| Plan | After hours |
|---|---|
| Co-Managed | Urgent tickets wait until the next business day |
| Managed Pro | Urgent tickets alert whoever is on call; others wait |
| Enterprise | Urgent and high tickets alert whoever is on call |
Holidays are listed on Contact Rainier IT.
Much of what we do never needs a ticket from you. Our monitoring opens a ticket for you when:
These appear in your portal like any other ticket, and usually we have started fixing the problem before you would have noticed it.
Tell us in the ticket, for example: "Please look at this again; I think it's high, not normal, because…". We review it.
It doesn't. An automatic reply confirms we have the ticket. A response means an engineer has read it and is working on it or has questions.
We tell you ourselves; we don't wait for you to notice. If it keeps happening, we credit your next invoice; your service agreement has the exact formula.
Holidays are not business days. On Enterprise, urgent problems still reach whoever is on call, 24/7.
| [email protected] | |
| Phone, urgent | (206) 593-8072 |
| Client Portal | portal.rainier-it.com |
| Status page | rainier-it.com/status |
Last reviewed: October 2026