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Network outage? Phones down? Need it fixed yesterday?
We've got it handled. Critical Response is round-the-clock monitoring and technical support that escalates from a Tier 1 desk, to network engineers, to a technician standing in your server room — without you having to chase it.
Need help right now
Or email techops@atompod.com — answered 24 hours a day, every day of the year.
We like to save the day.
We don't have super-human strength, the ability to fly, or lasers that shoot from our eyes — not officially. But we do like rescuing people from technical problems, including the ones that arrive courtesy of a supervillain. Ransomware, malware, adware, the standard operating-system plague, a full network outage, a lost password, a dead monitor: we have you covered.
We offer monthly network monitoring combined with unlimited Tier 1 technical support by phone, email, and remote session — and ad-hoc "use-us-when-you-need-us" support for everyone else. We do our best to fix the problem in Tier 1, escalating the complex ones to our network engineers, and dispatching a field technician when it needs somebody standing in front of the equipment.
Don't hesitate to call. We're here for you.
One call. Three tiers. No handoff you have to manage.
Tier 1 picks up
Phone, email, or remote session — staffed around the clock. Most issues are resolved here, on the first contact, without anything being scheduled.
Engineers escalate
Anything Tier 1 can't close goes to our network engineers, who have the design documents for your environment because they likely built it.
A technician is dispatched
When the fix needs hands on the equipment, we send a field technician — anywhere in the U.S. and Canada, same day when it's critical.
You watch it happen
Every escalation and every onsite visit is tracked in Nucleus, so you are not calling for a status update on your own outage.
A few of the things we get called about.
Network and connectivity
- Network or internet outage
- Wired and wireless performance troubleshooting
- Circuit and carrier escalation
- Firewall, VPN, and remote access failures
Voice and systems
- Telecom or phone system outage
- Server or computer failure
- Security, CCTV, and surveillance outage
- Point-of-sale and retail systems down
Security incidents
- Ransomware, malware, and adware
- Compromised accounts and password recovery
- Data recovery after a failure or an incident
- Containment, cleanup, and getting back to work
Everyday support
- Remote assistance and remote control
- Operating system faults and patching
- Hardware replacement and failed peripherals
- Unlimited Tier 1 support on a monthly package
Monitoring and unlimited Tier 1, on a monthly plan.
Monthly packages combine around-the-clock monitoring with unlimited remote support, and give you priority when a problem does need someone onsite. Prefer to pay as you go? Ad-hoc support is available with no commitment. Either way, get in touch and we will put a quote together for your environment.
Monitored support
Monthly plan
Quoted to your environment.
- Coverage scaled to your device count
- 24/7/365 network monitoring
- Unlimited remote technical support
- Phone, email, and remote session
- Priority onsite assistance and project support
Use us when you need us
Ad-hoc
No monthly commitment.
- Technical support with no plan in place
- Remote assistance and remote control
- Password and data recovery
- Onsite dispatch across the U.S. and Canada
- Escalation to network engineers when needed
Whenever you need us. 24/7/365.
Set up monitored support before the outage, or call the hotline during one. Either works.