How TechPath Support Works
TechPath ensures your issues are handled by the right person, at the right time.
How TechPath Support Works
At TechPath, we know that responsive, predictable IT support is critical for professional services, accounting, legal, and consulting firms. TechPath Managed IT provides priority support when issues arise, along with ongoing monitoring, maintenance, and protection of your IT environment. For clients who need support outside of Managed IT, we also provide a range of technology services, with response times varying based on the type and priority of the request.
Response Times
Priority Level | Example | Managed IT | Standard Support |
|---|---|---|---|
Priority 1 - Critical |
Significant impact or loss of income to the business. No workaround available. |
30 Minutes |
2 Hours |
Priority 2 - High |
Business is operational, but issue is impacting productivity or causing company stress, or a degree of loss of income to the business. |
4 Hours |
8 Hours |
Priority 3 - Medium |
General request that is a priority but not stopping the business from functioning. Workaround is available. |
12 Hours |
2 Business Days |
Priority 4 - Low |
Request for service, support, or a change that has no impact on the business operations. |
4 Business Days |
4 Business Days |
Times are based on TechPath business hours 7am to 6pm Monday to Friday.
Support Priority Levels
We classify requests to ensure the right urgency and attention. Each priority level guides response times, escalation, and resolution so you always know what to expect.
- Critical: Systems down affecting all users or business-critical functions.
- High: Significant impact on key processes or multiple users affected.
- Medium: Single-user or minor business impact issues.
- Low: General queries, requests, or minor enhancements.
Managed IT Target Response Times
We aim to respond quickly to all support requests. The response times outlined below apply to Managed IT support and are based on business hours. After-hours support is available for critical issues.
- Critical: Within 15 minutes
- High: Within 1 hour
- Medium: Within 4 hours
- Low: Within 1 business day
Escalation Path
TechPath ensures your issues are handled by the right people, at the right time:
- First-line support from your dedicated helpdesk team
- Escalation to subject matter experts or engineers if needed
- Management oversight for urgent or high-impact incidents
During major incidents, we activate our incident response process to minimise downtime, communicate progress clearly, and restore services as quickly as possible.
After-Hours Support
Critical IT issues don’t stop after hours. TechPath offers after-hours support 7 days a week for emergencies, so your business can get back on track quickly when unexpected problems arise.
Reporting & Visibility
- Regular ticket summaries and open issue tracking
- Trend analysis to highlight recurring issues and potential improvements
This helps you plan, audit, and make decisions confidently.
With TechPath, You Don’t Have to Worry About…
- Being stuck in ticket queues
Your requests are prioritised properly and handled by real engineers, not buried in a generic helpdesk backlog. - Not getting escalation when it matters
Clear escalation paths ensure complex or high-impact issues move quickly to senior technical specialists and management oversight. - Support disappearing during peak periods
During major projects, seasonal spikes, or critical business events, TechPath provides structured support coverage and proactive monitoring so your systems remain stable.
Next Steps
With TechPath Managed IT, you get the confidence of knowing your IT systems are supported by a structured, measurable, and client-focused team.
Looking to remove the IT distractions from your day? Find out how Managed IT Services can benefit your business. Contact TechPath to schedule a free strategy session.
Speak With Our Brisbane Based IT Team
We specialise in IT services for businesses with 15 to 150 users.
Couldn’t find what you’re looking for? Or need more information on something? Ask us anything and we’ll get you the answer you need as soon as we can.