Something More Urgent?

Urgent situations typically involve significant business impact, elevated risk, time-sensitive decisions, operational disruption, technology failures, cybersecurity concerns, leadership changes, vendor disputes, critical project issues, customer-impacting events, or other circumstances where delays could create meaningful consequences.

Examples may include:

• Critical systems or services becoming unavailable
• Cybersecurity incidents or suspected breaches
• Sudden departure of a key employee, executive, vendor, or partner
• Major operational disruptions
• Escalated customer or stakeholder situations
• High-impact project failures or delays
• Time-sensitive strategic decisions requiring an independent perspective
• Vendor, MSP, or agency disputes and transitions

While we encourage thoughtful use of the Urgent Issues process, we recognize that every business is different. If you believe a situation warrants urgent attention, submit it. Our triage process will help determine the appropriate response and priority.

Response times vary depending on the nature of the situation, current availability, and overall demand. We are not a 24/7 support desk, call center, or managed support provider. However, we actively monitor urgent requests outside of normal business hours because we understand that important business challenges don't conveniently occur between 9 and 5.

Many urgent requests receive attention during evenings, weekends, or holidays when circumstances warrant it.

For clients actively engaged with our team, we often provide direct escalation paths to the individual leading their engagement, allowing them to attempt direct contact when necessary.

While we cannot guarantee specific response times, we can promise that urgent submissions are taken seriously and reviewed as quickly as reasonably possible.

It depends on the situation.

In some cases, a brief discussion, assessment, or initial response is all that's required before transitioning into a standard engagement.

In other situations, accelerated timelines, after-hours support, prioritization of resources, travel, ongoing emergency assistance, or sustained elevated availability may be required.

When circumstances fall outside of normal engagement expectations, additional fees may apply.

If that occurs, we'll discuss it with you first.

No surprises. No hidden fees. No assumptions. Just transparency.

Yes. During business hours, you may call our office directly and our team will assist you.

Outside of business hours, we recommend submitting the Urgent Issues Request form and leaving a voicemail if appropriate.

Our urgent communication channels are actively monitored and provide the most reliable path for triage and response.

For existing clients, additional direct communication channels may also be available depending on the nature of the engagement.

Every situation is different. Depending on the circumstances, support may include:

• Phone consultations
• Email coordination
• Virtual meetings
• Video conferencing
• Remote system access and troubleshooting
• Stakeholder discussions
• Vendor coordination
• Independent assessments
• Strategic guidance
• Project recovery support
• Technology and cybersecurity triage
• Onsite support discussions and planning

We utilize whatever communication and collaboration methods are most appropriate for the situation.

That's perfectly okay.

Many clients reach out because they know something important is happening but aren't sure how serious the situation may become.

If you're uncertain, submit the request.

We'll help assess the circumstances and determine the most appropriate next steps.

Absolutely.

We are often engaged specifically because independent perspective is required.

Our role may involve assessment, validation, coordination, recovery planning, risk evaluation, or helping determine the best path forward alongside existing providers and stakeholders.

No. The Urgent Issues process is available to both existing and prospective clients.

While our familiarity with an existing client's environment may allow us to move more quickly, we regularly assist organizations we have never worked with before.