24/7 Protective Cover
1. Service Description
The 24/7 Protective Cover Service extends the Galtec Service Desk beyond standard business hours, providing access to skilled technical engineers 24 hours a day, 7 days a week, including weekends and public holidays. The service is designed to ensure that critical incidents, service disruptions, infrastructure failures, and agreed monitoring alerts can be acted upon regardless of the time of day.
The service combines access to experienced support engineers, established escalation processes, and seamless integration with Galtec's service management platform to provide consistent support and visibility across the entire support lifecycle. All activity is recorded within the Galtec Service Desk, ensuring continuity of service and a single source of truth for support records. This service integrates with our existing support tooling, documentation platforms, and monitoring systems to ensure engineers have access to the information required to effectively investigate and resolve incidents.
The Customer Statement of Services will define whether the service is delivered as:
Reactive Response - Customer must escalate an incident to Galtec before investigation and remediation activities commence.
Proactive Response - Galtec monitoring systems automatically generate alerts and incidents, allowing investigation and remediation activities to commence without requiring customer intervention where appropriate.
Customers may raise incidents by telephone, email, or through the agreed support channels documented within their Statement of Services. Telephone calls received outside standard business hours are automatically routed to the out-of-hours support function for assessment and action.
24/7 Protective Cover is limited to:
Incident response.
Fault diagnosis.
Remediation.
Escalation.
Service restoration.
The service does not include:
Project delivery.
New deployments.
Consultancy.
Planned maintenance.
Major change activities (greater than 1 hour, significant downtime risk or technical complexity).
2. Service Features
2.1 Out-of-Hours Incident Response: Access to qualified support engineers outside standard business hours (5:30pm - 8:30am), including evenings, weekends and bank holidays. The service enables critical issues to be investigated and progressed without waiting for the next business day.
2.2 24/7 Service Desk Escalation: Customers can escalate incidents through the standard Galtec support channels, including Customer Portal, telephone and email. Incidents are triaged, prioritised, and progressed in accordance with the service levels defined within the applicable Statement of Services. All support activity continues to be managed through the Galtec Service Desk platform for consistent visibility and auditability between in and out of hours engineering teams.
2.3 Multi-Level Engineering Access: Dependent upon the services purchased within the Customer Statement of Services, incidents may be escalated to appropriately skilled engineers for investigation and resolution. Available expertise may include desktop support, Microsoft 365 administration, server infrastructure, virtualisation platforms, networking, security technologies, backup solutions, cloud services, and advanced infrastructure troubleshooting.
2.4 Proactive Monitoring Response (Optional): Where specified within the Statement of Services, monitoring systems may automatically generate and escalate incidents where predefined thresholds or failures are detected. This allows Galtec to begin investigation and remediation activities without requiring an end user to first report an issue.
Examples may include:
Server outages.
Critical service failures.
Infrastructure performance degradation.
Backup failures.
Critical monitoring alerts.
Network connectivity issues.
The exact monitoring scope is defined within the Customer Statement of Services. Governance is established during onboarding for what Galtec are authorised to carry out without additional approval from Customer.
2.5 Reactive Incident Management: Where a reactive service model has been selected, incidents are initiated by the Customer through the agreed support channels. Following triage, engineers investigate the issue, provide updates and where possible restore service in accordance with agreed support procedures and service levels.
2.6 Service Desk Integration and Documentation Access: The service integrates with Galtec's support, monitoring and documentation platforms to ensure engineers have access to customer-specific technical information, support history, authorised contacts, escalation processes and device information. This approach enables efficient support delivery whilst maintaining consistency with daytime operations.
2.7 Escalation and Collaboration: Where additional customer input, authorisation or technical assistance is required to progress an incident, Galtec may communicate with nominated Customer contacts using agreed escalation methods including telephone, email or Microsoft Teams. Escalation contacts and approval processes are defined during service onboarding and documented within the support platform.
2.8 Security and Operational Controls: The 24/7 Protective Cover Service is delivered using secure operational practices designed to protect customer information and maintain service integrity. Engineers utilise controlled access methods, multi-factor authentication, encrypted remote access technologies and role-based access controls in accordance with recognised industry best practice.
3. Service Exclusions
Unless expressly stated within the Customer Statement of Services, the 24/7 Protective Cover Service does not include:
Project delivery activities.
Planned changes or change implementation.
Consultancy services.
New system deployments.
Technology refresh projects.
Out-of-scope infrastructure or unsupported technologies.
Activities requiring customer approval where approval cannot be obtained.
Such activities may be delivered through separate professional services engagements or change control procedures.
4. Customer Responsibilities
To enable effective delivery of the 24/7 Protective Cover Service, Customers are responsible for:
Maintaining accurate authorised contact information.
Providing appropriate access to supported systems.
Maintaining supportable and vendor-supported technologies.
Ensuring agreed escalation contacts remain available where required.
Maintaining accurate documentation where Customer-managed information is required.
The specific responsibilities applicable to each Customer will be detailed within their Statement of Services.