Managed Services Policies
How Managed Services Works
When you engage Gate 39 under a Managed Services agreement, you get a dedicated team that operates as an extension of your organization. We'll handle your infrastructure, applications, and support so you can stay focused on your business.
Request Received
Submit your request via our support form, client portal, or email. Through any of these methods, a ticket is created and acknowledged within 15 minutes.
Triage & Classification
Our team classifies the issue by priority and type, based on your service agreement. See our SLA Matrix below for more information.
Assignment & Response
The Gate 39 team handles your request. Response and resolution timelines are set based on your agreement type and incident priority.
Resolution & Communication
Our team keeps you informed throughout the process. P1/P2 incidents receive proactive status updates. Upon resolution, you receive a ticket summary.
RCA & Documentation
P1/P2 incidents include a Root Cause Analysis delivered within 3–5 business days, with documented findings and follow-up action items.
Service Level Agreements
When you engage Gate 39 under a Managed Services agreement, you get a dedicated team that operates as an extension of your organization. We'll handle your infrastructure, applications, and support so you can stay focused on your business.
Resolution targets assume timely client communication and access to required systems. Resolution timelines may be affected by issue complexity, third-party vendors, software defects requiring development work, change approval processes, or dependencies outside Gate 39's control.
Incident Priority & Response Times
Retainers
| Priority | Urgency Level | Response Time | Resolution Time |
|---|---|---|---|
| Retainer P1 | Critical | 15 Minutes | 2 Hours |
| Retainer P2 | High | 15 Minutes | 6 Hours |
| Retainer P3 | Moderate | 2 Hours | 2 Days |
| Retainer P4 | Low | 6 Hours | 5 Days |
Project-Based
| Priority | Urgency Level | Response Time | Resolution Time |
|---|---|---|---|
| P1 | Critical | 15 Minutes | 4 Hours |
| P2 | High | 15 Minutes | 8 Hours |
| P3 | Moderate | 8 Hours | 3 Days |
| P4 | Low | 1 Day | 10 Days |
Urgency Level Definitions
| Level | Definition | Example |
|---|---|---|
| Critical | Immediate/significant disruption affecting health, safety, financial, business-critical transactions, or web/software services in use. | Data report display is inaccessible and not loading. All customers impacted and inconvenienced. |
| High | Significant disruption but not business-critical. Web/software-related services in use affected. | Data report shows incorrect data from one page. Clients may be relying on bad figures. |
| Moderate | Disruption in near term. Missing data on page/screen. Users inconvenienced but not significantly impacted. | Data report display may be missing from one page. End users are not significantly impacted. |
Non-Incident Request Timeframes
| Request Type | Timeframe | Description |
|---|---|---|
| Service Request | ~1 hour | Request to improve efficiency/effectiveness (e.g., color/label change in report). |
| Enhancement/Change | 14+ hours | Enhancement or change taking more than 1 hour to complete and test. |
Notification Matrix (Who Gets Alerted)
| Priority | Company | Response Time | Resolution Time |
|---|---|---|---|
| P1 | Ticket Notification | Ticket Notification | Ticket Notification |
| P2 | Ticket Notification | Ticket Notification | Ticket Notification |
| P3 | — | Ticket Notification | Ticket Notification |
| P4 | — | — | Ticket Notification |
Key Terms
| Term | Definition |
|---|---|
| Impact | Effect of an incident on organizational processes; number of clients/users affected. |
| NO TIER | Work done on best effort/next availability basis. Gate 39 has no commitment to respond or resolve in any timeframe. |
Understanding Your Support Coverage
- Existing functionality not working as designed
- Production errors
- Configuration issues
- User access issues
- Previously functioning integrations that have failed
- New functionality or features
- New reports or dashboards
- New workflows or automations
- New integrations
- Design changes or UI modifications
- Major upgrades
- Platform migrations
- New application development
- Significant redesigns
- Multi-phase or cross-system work
Submitting & Managing Tickets
One request per ticket
Include as much context as possible
- Screenshots or screen recordings to show us the issue you're experiencing.
- Any relevant files, error messages, or examples.
- Steps to reproduce the issue, if applicable.
Ticket reminders & closure policy
- After 10 days without a response, we'll send a reminder that we're waiting for your input.
- After 20 days, we'll send a final reminder that the ticket will be closed if we don't hear from you within 5 days.
- After 25 days in a Waiting status, the ticket will automatically close.
- Closed tickets remain available in your support history for future reference but cannot be reopened. If additional work or follow-up is needed, simply submit a new support request.
- If you reply to a closed ticket by email, you'll receive an automatic notification with instructions for submitting a new request.
Roles & Responsibilities
A successful managed services engagement depends on clear ownership on both sides.
Gate 39
- Own ticket triage, classification, status updates, and overall request coordination for all tickets.
- Investigate, troubleshoot, and resolve issues using our team of developers and technical specialists.
- Communicate directly with your team as needed. Depending on the request, this may be a client service manager, developer, account manager, or a combination.
- Internal escalation to Gate 39 leadership when a request is blocked, scope is unclear, impact is increasing, or a task is growing into a larger project.
- Maintain infrastructure monitoring, backups, and security updates per your Service Level Agreement.
Client
- Designate authorized contacts for submitting requests, approving work, and making business decisions when required.
- Ensure your team is reachable and responsive. Delays in communication may impact resolution timelines.
- Submit requests through approved channels (client portal, intake form, email).
- Provide timely access, credentials, or context when requested by our team.
- Review and approve scope for any enhancement or billable work in a timely manner. Work will not begin without your approval.
- Respond to communications in a timely manner to avoid delays or automatic ticket closures and confirm resolutions on open work.
Resources
Need assistance? Use the resources below to submit requests, manage existing tickets, or contact our team.
Submit a Support Ticket
Please use the form to create a support ticket. Our team will promptly review your request.
Access Our Customer Portal
Log requests, check ticket status, and access our knowledge base.
Access our Knowledge Base
Explore our knowledge base to find answers within a growing library of topics.
Urgent Phone Support
For P1/P2 incidents, call us directly for immediate escalation.
Email Support
Email our support team to create a new support request or ask a general support question.
Support Hours
Standard Support is Monday–Friday, 9:00 AM–5:00 PM CST.
After-Hours Support is available for clients with a 24×5 or 24×7 agreement, with response times defined by your SLA.
Privacy and Data Protection Policy and Procedures
Review our security practices, data privacy policy, and compliance standards.
Cyber Security and Disaster Recovery Plan
Review our disaster recovery related strategies, procedures, decisions and related practices.
Questions? We’re Here To Help!
