24/7 IT Support (Out-of-hours)

Espria offers around-the-clock service desk and incident response to ensure critical operations continue outside standard business hours.

Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.

Inclusions

• 24/7 monitoring and alerting
• P1 and P2 incident escalation at any time
• Access to engineers for emergency troubleshooting
• Continuous incident tracking in HaloPSA

Exclusions

• Project work (separately scoped)
• Training and adoption activities

Prerequisites

• Standard Service Desk subscription
• Defined escalation protocols agreed in advance

SLA Targets

P1: Response 0.5h | Resolution 4h

P2: Response 1h | Resolution 6h

Reporting & Dashboards

• Monthly reporting includes in-hours and out-of-hours tickets
• Critical incident summaries shared within 24h

Licensing & Dependencies

• Requires Standard Service Desk as base service
• Remote monitoring agent must be deployed

Optional Add-ons

• DR failover testing
• Managed detection & response (MDR) integration