Less Than 15 Minutes to First Response on Premium Urgent Tickets
When something breaks, speed matters. Premium-plan urgent tickets carry a 15-minute first-response SLA, with 30 minutes on Professional. That first response is a real Apple-certified engineer picking up your issue and starting work on it, rather than an automated acknowledgement from a ticketing system. We operate dedicated support channels for every client so your request never sits in a queue behind hundreds of others. During business hours you reach your assigned team directly. Requests raised outside those hours are picked up first thing, and where we do not need you present, the issue is resolved before you start. Where a business needs cover around the clock, we scope and quote it as an additional service.
Response Targets By Plan And Priority
Every plan carries a defined response target. Response means a named engineer engaged with your issue, not an automated acknowledgement. Targets apply Monday to Friday, 09:00 to 18:00.
| Priority | What it means | Essential | Professional | Premium |
|---|---|---|---|---|
| P1 | Multiple users unable to work, or a confirmed or suspected security incident | 1 business hour | 30 minutes | 15 minutes |
| P2 | One user unable to work, or a managed service degraded | 4 business hours | 1 business hour | 30 minutes |
| P3 | A request, question, change, or a fault with a workaround available | 1 business day | 4 business hours | 2 business hours |
Essential covers your infrastructure and security rather than per-user support, so its targets apply to the services in that plan. End user requests are handled by the AI helpdesk in Slack or quoted separately. On Professional and Premium the targets are backed by service credits.
Real Apple Engineers, Not Generalists
Most managed service providers have engineers whose primary expertise is Windows. Mac support is an add-on, not a core skill. That approach fails the moment someone needs to troubleshoot a kernel panic on a Mac Studio, resolve an MDM enrolment conflict, or diagnose a Thunderbolt daisy-chain issue. Every engineer on our support team is Apple-certified and works exclusively with Apple environments. They know macOS inside out, from ARD and JAMF troubleshooting to FileVault recovery and Apple Silicon firmware updates. That depth of knowledge is why we resolve 95% of issues on the same day they are raised.
Support Built Around How You Work
We structure support around the way your business already works. That means Slack and Microsoft Teams integration for instant messaging, a client portal for ticket tracking and asset visibility, and scheduled check-ins with your account lead. Whether you have 10 Macs or 300, you get the same level of attention. Our tiered plans cover everything from reactive break-fix through to fully managed IT with proactive monitoring, patching, and quarterly reviews. There are no long-term lock-in contracts either. Clients stay because the service is good, and that suits everyone.
How Your Team Reaches Us
Users reach us through live chat in the Stabilise app on their Mac. That is the primary route to an engineer, so a problem is raised from the machine it is happening on, in the same app that shows that Mac's security posture and alerts.
The AI helpdesk in Slack is the self-service layer. It answers common questions at any hour from a knowledge base built for your business, and escalates anything it cannot resolve into the same queue with the context already attached, so nobody repeats themselves. Email and phone reach the same place.
Why Mac Support Needs Specialists
A generalist IT company often applies the same approach to Macs as they do to Windows. That creates friction. You end up with workarounds instead of solutions, slow resolutions because the engineer is learning on the job, and security gaps because macOS was bolted onto a policy framework designed for Active Directory. We built the whole company to avoid that, with purpose-built tooling, Apple-native security policies, and engineers who have spent years working exclusively with Mac, iPad, and iPhone. The difference is obvious from your first support ticket.
