Get answers fast. Our team is available during business hours with emergency support for critical issues. Everything you need to know is right here.
Our support team is available during the following times to assist with your needs:
8:00 AM - 5:00 PM Central Time
Monday through Friday
Standard support requests submitted during business hours will be prioritized according to the SLA targets listed below.
Monday - Friday
Central Time (CT)
8:00 AM - 5:00 PM
Support services will be unavailable on the following observed U.S. federal holidays. We provide notice at least thirty (30) days in advance of any schedule changes.
30-Day Advance Notice: Any changes to our observed holiday schedule will be posted at least thirty (30) days in advance. Please check back regularly for updates.
Multiple ways to reach us. Choose the method that works best for your situation.
Call us during business hours for immediate assistance with urgent issues.
Call: (763) 422-3922
Send us a detailed message. We'll respond within your SLA timeframe.
Email: support@centralcoastweb.com
Log in to your portal to submit tickets and track the status of your requests.
We prioritize tickets based on severity and impact to your business. Our SLA targets define our response commitments.
| Priority Level | Description | Initial Response Time | Examples |
|---|---|---|---|
| Critical | Complete service outage or severe security issue affecting all users | 1 Hour | Server down, data breach, network failure |
| High | Significant impact to operations; multiple users affected or important function unavailable | 4 Hours | Email down, VPN failure, productivity app offline |
| Medium | Moderate impact; affects some users or non-critical functions | 8 Hours | Single user unable to print, slow network, software bug |
| Low | Minimal or no impact to operations; general inquiry or feature request | 24 Hours | Password reset, software install, training request |
SLA Scope: Response times are measured during business hours (8 AM - 5 PM CT, Mon-Fri) from ticket submission or escalation. After-hours emergencies follow different protocols (see below).
For true emergencies outside business hours, we have an on-call team ready to respond.
An after-hours emergency is a critical situation that requires immediate attention. Use this guide to determine if your issue qualifies for on-call support.
1:1 Hourly Rate
Contact for current rates
Emergency Response Fee
Flat fee + time; contact support for details
Note: After-hours support is reserved for verified emergencies. Improper use of the on-call line may incur minimum response fees.
⚠ Unsure? When in doubt, contact us during business hours or submit a ticket through the portal. We'd rather you reach out than let an issue go unresolved.
Additional resources to help you get the most from your services.