When something breaks, you'll hear from a real person, fast.

Every Nevermore plan comes with a guaranteed response time. No tickets lost in a queue, no waiting days to hear back.

Response, not resolution

These are how fast we get back to you and start working, not a promise of exactly when every fix lands.

Measured and reported

We track every request against these targets and show you the numbers in your plan’s regular reports.

In writing

Your response times are part of your service agreement. If we ever miss, we tell you and make it right.

How we prioritize

Not every issue is an emergency, and not every issue should wait.

We sort every request into one of four priority levels so the urgent things get answered first.

Priority 1

Critical

Your business is down or client data is at risk. Work has stopped.

For example: server or internet outage, suspected breach, ransomware, whole office offline.

Priority 2

High

One person or one key system is down. You can’t do part of your job.

For example: a workstation won’t boot, email is broken, can’t reach your EHR or tax software.

Priority 3

Medium

Something is degraded or annoying, but you can still work.

For example: a printer is offline, software is slow, a feature isn’t behaving.

Priority 4

Low

Questions, requests, and planned work with no urgency.

For example: new user setup, a how-to question, scheduling an upgrade.

Guaranteed response times

Your target response, by priority and plan.

The higher your plan, the faster the guarantee. Every plan is covered for the issues that matter most.

Priority	Scholar$50 / user / mo	Sage$75 / user / mo	Oracle$120 / user / mo
CriticalBusiness down / data at risk	P1 1 hour	P1 1 hour	P1 30 min
HighOne user / key system down	P2 4 hours	P2 2 hours	P2 1 hour
MediumDegraded but working	P3 8 bus. hours	P3 4 bus. hours	P3 2 bus. hours
LowQuestions & planned work	P4 Next bus. day	P4 8 bus. hours	P4 4 bus. hours

Times are measured from when a request reaches us by phone, email, or your support app. "Business hours" are Monday to Friday, 8am to 6pm Mountain Time. Overnight, our promise is to respond and begin triage within these windows, not to complete every fix before morning.

Emergencies, around the clock

If it's a real emergency, call any time.

Included on every plan · Scholar, Sage & Oracle

A breach, ransomware, or a total outage doesn't wait for morning, and neither do we. Any Nevermore client can reach a real person for a true Priority 1 emergency, day or night. We respond, contain the problem, and protect your data right away.

All plans · P1 only

Everyday help, after hours

Routine work outside business hours.

Included with Oracle · available to others at after-hours rates

Non-urgent evening and weekend work, like setting up a new laptop or a "can you help me with this tonight" request, is included for Oracle clients. Scholar and Sage clients can still get after-hours help for these when they need it, billed at our after-hours rate.

Oracle included · others billable

“Real emergencies don't keep business hours, so neither do we. For everything else, we'll be on it first thing.”

Getting help

Three ways to reach us. The clock starts the moment you do.

Call us

For anything urgent, call (719) 300-6688. A real person, not a phone tree. Best for Critical and High issues.

Email or support app

Send a request anytime to [email protected] or through your support app. Ideal for Medium and Low items.

We confirm and act

You get confirmation we’ve received it and its priority, then we start work within your plan’s response time.

Ready when you are

IT support that actually responds.

See how fast and how calm your technology can feel with a partner who's always watching.

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