Specialized troubleshooting and technical support designed for the financial services industry
Your revenue-generating platforms demand immediate attention when issues arise. Our analysts are trained on the specific systems your teams rely on every day, from core processing engines to front-office trading tools.
In a regulated environment, credential issues aren't just inconvenient—they can create compliance gaps and audit findings. We handle the full spectrum of identity and access troubleshooting with strict adherence to your security policies.
Financial institutions operate across branch offices, data centers, and remote locations. We diagnose and resolve network issues that impact transactions, communications, and customer-facing services.
Day-to-day workstation issues are the #1 driver of help desk tickets in financial institutions. Our team resolves them quickly so your employees stay productive and your customers stay served.
Communication reliability is non-negotiable in financial services. We support the full Microsoft 365 ecosystem and other collaboration platforms your teams depend on.
Our Tier 1 analysts serve as the first line of defense, triaging security alerts and escalating confirmed incidents to your internal security operations center or managed security provider.
Call center operations and branch telephony are critical to customer service. We troubleshoot voice platforms and ensure call quality meets your standards.
We provide first-level triage for server and database alerts, executing pre-approved runbooks to restore service before issues impact customers.
We back our commitments with contractual SLAs and service credits.
| Priority | Description | Response Time | Resolution Target | Examples |
|---|---|---|---|---|
| P1 - Critical | System outage affecting multiple users or revenue-generating services | 15 minutes | 2 hours | Core banking down, trading platform outage, network-wide failure |
| P2 - High | Significant degradation or a single user unable to perform critical duties | 30 minutes | 4 hours | Bloomberg terminal down, VPN failure for remote employee, MFA lockout |
| P3 - Medium | Non-critical issue with a workaround available | 2 hours | 8 hours | Printer not working, Outlook sync issue, secondary monitor problem |
| P4 - Low | General requests, how-to questions, minor issues | 4 hours | 24 hours | Software install request, password change, new user setup |
Let's discuss how our services can integrate with your existing IT operations.
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