The server went down at 3 AM on a Saturday. The website is not responding. Customers see error 500. Who will fix it? Without round-the-clock technical support — no one, until someone notices the problem in the morning. In that time you lose orders, reputation, and possibly search rankings due to the prolonged outage. 24/7 technical support from IT Master is a guarantee that your infrastructure is protected at any hour.
Proactive vs. Reactive Support
Most companies turn to technical support only when something has already broken. This is a reactive approach — you are eliminating consequences, not causes. Proactive support means continuous metric monitoring: if a server's CPU holds at 90% for three hours — that is an overload signal we will catch and fix before the server hangs. If a disk reaches 85% capacity — we clear logs or expand storage before it fills up and the site stops accepting orders.
What Happens Without Monitoring
Without a monitoring system, you will learn about a problem in one of three ways: a client complains on social media, you try to visit the site yourself and cannot, or you find an inbox full of complaints in the morning. In every case — it is already too late to avoid reputational damage at no cost.
Our monitoring system checks server and site availability every 60 seconds. Response arriving in 70 ms instead of the usual 200? Good. In 2 seconds? Alert — something has slowed the server, and we will investigate before users feel the impact.
SLA Levels and Response Times
An SLA (Service Level Agreement) is a legal document that formalizes our obligations. We divide incidents into three categories:
Critical. Website or server unavailable, real-time revenue loss. Response time — 15 minutes under Premium, 2 hours under Business. We connect immediately and do not disconnect until the problem is resolved.
Serious. Performance degradation, individual features not working, but the service is generally available. Response time — up to 4 hours. Resolved within the current business day or the next morning for overnight incidents.
Minor. Warnings, recommendations, small adjustments. Response time — up to 24 hours. Scheduled within the weekly maintenance window.
What Technical Support Covers
Servers. CPU, RAM, disk, network, and temperature monitoring. Automatic restart of hung processes, log cleanup, security updates. RAID array health and backup status monitoring.
Websites and applications. HTTP status checks, response time, SSL certificate validity (30-day advance warning), forms, and critical pages. Fast recovery from a backup at critical failure.
Network infrastructure. Router, switch, and VPN tunnel monitoring. Alerts when any network node goes offline. Automatic failover to a backup internet channel.
Mail and services. Mail server queue control, IP blacklist (DNSBL) monitoring, IMAP/SMTP health. If your emails suddenly start going to spam — we will know first.
Scheduled Maintenance
Weekly or monthly (depending on the package) we perform scheduled work: updating system packages and the Linux kernel, backup integrity checks, test restores, log analysis for anomalies, clearing temporary files and cache, and SSL certificate renewals.
Reporting and Transparency
Every month you receive a report: how long the service was available (uptime), how many incidents occurred and how quickly they were resolved, which maintenance tasks were completed, and what we plan for the next month. No vague "we are just watching" — only specific numbers and facts.
Want to sleep soundly knowing your business is protected? Submit a request — we will start with a free infrastructure audit.
