Support: Rates, Priority, Response Time and Emergency

Support: Rates, Priority, Response Time and Emergency

Business Hours Support

Business Hours: Mon-Thur 8:30-5 & Fri 8:30-noon (not not applicable on  holidays)
  • $100 fee upgrades best-effort tickets and all tickets below P1 Critical
  • Fee is waived for the following types of services if the issue is classified as P1 Critical
    • Managed IT (remote only)
    • Ally Voice
    • Ally Internet
    • Response Time
      • Remote Support – 15 minute to 1 hour response

      • On-Site Support – 1 day / 8 business hour response

After-hours and Emergency Support

Business Hours: Mon-Thur 8:30-5 & Fri 8:30-noon (not applicable on holidays)

Tickets received outside of our business hours will be addressed once business hours resume or on a best effort basis unless we recieve a phone call. 

If you have an URGENT matter and you need HELP NOW, please call 256-740-3900

  • After-hours Rate is $200/hr
  • Exception for Ally Voice & Internet. Tier 1 remote support is included 24/7.

Priority & Guaranteed Response

PriorityGuaranteed ResponseExample
Critical15 MinutesAn entire location is offline or unable to work
High1 HourDepartment is offline or unable to work
Medium2 HoursA single PC or User is offline or unable to work
Low4 HoursDegraded service (Slow Internet, WiFi, poor call quality
No SLANone / Best-EffortNew User, Software, Hardware or Maintenance


Ally Communications, LLC reserves the right to adjust pricing/rates and terms without advance notice,
as part of its current pricing schedule.