Response is not resolution
Initial response means a qualified person has acknowledged, classified and started coordinating the issue. Resolution depends on cause, access and third parties.
How it works
Know what happens.
Before you say yes.
Redstone makes ownership, timing, response expectations and the next action clear before work begins.
A controlled engagement from first conversation to closeout.
Open any stage for the detail. Urgent support can move through the early decisions quickly.
Response & SLA
Response targets that match the relationship.
A new enquiry, a planned project and a managed critical incident are different commitments. We state the applicable coverage window, priority definition, escalation path and response target in writing.
| Priority | Typical situation | Initial response | Availability |
|---|---|---|---|
| New enquiry | Acknowledge & route | Within 1 business hour | Monday-Friday, 9 AM-5 PM |
| P1 / Critical | Business-stopping outage | 30 minutes | For contracted 24/7 managed coverage |
| P2 / High | Major service degradation | 1 hour | Within the contracted coverage window |
| P3 / Standard | Normal incident or request | 4 business hours | Within business-hours coverage |
| P4 / Planned | Change, project or advice | Next business day | Scheduled by mutual agreement |
Service-level commitments: the signed proposal or managed-service agreement defines priority levels, coverage hours, exclusions, escalation paths and final response targets.
24/7 is an option, not an assumption
Round-the-clock managed coverage is agreed for defined systems and priorities. Standard project and ad hoc work follows the stated business-hours window.
Escalation is documented
Authorised contacts, business impact, communication cadence and escalation responsibilities are confirmed during onboarding or project planning.
Start with the level of help the situation requires.
Initial fit and environment review
A preliminary discussion to understand the environment, business goals and sensible next step. This is not a detailed audit.
Detailed technical assessment
A defined review can include testing, documentation, findings and prioritised recommendations.
Remote engineering
Authorised troubleshooting, advisory work and project support can often begin remotely.
Onsite and smart hands
New Providence is standard. Family Island work is coordinated around travel, access and local dependencies.
Project or co-managed support
Use Redstone for a defined outcome or to add capability beside an internal team.
Explore focused helpFully managed IT
Make Redstone the accountable IT department for the complete environment.
Explore complete ownershipFrequently asked questions.
If your question is not answered, call 242-601-6014 or send a short note.
Do we need a managed-services contract to work with Redstone?+
No. Fully Managed IT is our primary service for businesses without an internal IT department, but many clients begin with troubleshooting, an assessment, an upgrade or an installation.
What is included in the initial review?+
The Initial Fit and Environment Review is a preliminary discussion about the current situation, business goals and likely next step. Testing, inventory, documentation and a formal report require a scoped technical assessment.
What happens after we submit an enquiry?+
We acknowledge the request, confirm impact and timing, route it to the right senior team member and schedule a short fit call. Urgent issues are triaged first.
Can you work with our internal IT team or another provider?+
Yes. Co-managed IT can add monitoring, helpdesk, escalation, security or project capacity. Smart hands can operate under a remote provider's direction. Ownership is agreed before work begins.
What areas do you cover?+
New Providence is our standard onsite service area. Family Island work is coordinated based on travel, access, local dependencies and schedule. Remote support is available when secure access and the work allow it.
Can you work under an NDA or follow our runbook?+
Yes. Confidentiality, authorised contacts, access controls, change procedures, runbooks and evidence requirements are reviewed before the engagement starts.
How is after-hours work handled?+
After-hours support is arranged in advance for projects or included through a managed coverage option. New customers do not receive a guaranteed emergency response until availability, access and responsibilities are confirmed.
Who owns the documentation and credentials?+
The client remains the owner of its business information, credentials and environment records. Redstone uses agreed secure handover and access-control practices.
Is every business a fit?+
Redstone focuses on professional business environments. Residential device repair, unsupported or unlicensed systems, and work without an authorised business contact are outside our normal scope.
Raise your technology standard
Start with a clear view of your environment.
New clients can begin with a fit and environment review: a preliminary business and technical conversation that clarifies the current situation, desired outcome and most useful next step.
Preliminary fit and environment review
Priorities aligned to business goals
A practical proposal and next steps