Critical IT Failure? We Respond in Under 15 Minutes.
Server down, ransomware attack, network outage — whatever the crisis, a certified Navatek technician is on it within 15 minutes. Every hour, every day, every holiday. No extra charges on active monthly plans.
Every Critical IT Emergency, Covered
Whatever’s gone wrong — we’ve seen it before and we know exactly how to fix it fast. All with a live technician, not an AI chatbot.
Server Down / Complete Outage
Your server crashes and your entire team grinds to a halt. We diagnose remotely, restore services, and get everyone back online — typically within 1–2 hours depending on scope.
Ransomware Attack
Files encrypted, ransom note on screen. We immediately isolate infected systems, stop the spread, identify the variant, and begin restoration from your immutable backups — no ransom needed.
Network / Internet Outage
Your network is down, Wi-Fi is dead, or your VPN won’t connect. We remotely diagnose firewall, router, and ISP issues — and restore connectivity or implement a failover immediately.
Email System Failure
Microsoft 365 / Exchange down — can’t send or receive email. We restore mail flow, recover lost messages, and fix configuration issues fast so communication is never lost for long.
Active Security Breach
Suspicious logins detected, data exfiltration in progress, or a malicious link was clicked. We immediately lock down access, kick out intruders, and begin forensic investigation.
Critical Application Crash
QuickBooks won’t open, ERP system crashes, point-of-sale goes down mid-business-hours. We remotely diagnose and restore your most business-critical applications immediately.
Critical Data Loss
Accidental deletion, corrupted database, or formatted drive wipes out critical business data. We initiate emergency restore procedures to recover your files from the most recent clean backup.
Account Lockout / Access Failure
Critical employee locked out of systems, admin credentials compromised, or domain authentication failure. We restore access securely — verifying identity and resecuring accounts simultaneously.
Hardware Failure
Hard drive failure, power supply crash, NAS or storage device failure. We immediately assess remotely, initiate emergency data recovery from backups, and coordinate hardware replacement.
Emergency Support Built for Speed
Guaranteed <15 Minute Response, 24/7/365
When your business is down, every minute costs money. Navatek guarantees a live certified technician will be actively working on your issue within 15 minutes — any time of day, any day of the year, including weekends and holidays. This is contractually guaranteed in your SLA — not a marketing promise.
- Live technicians staffed every hour — no AI answering services or voicemail
- Under 15-minute SLA from ticket submission to active technician work
- Proactive monitoring detects many emergencies before you even notice them
- Dedicated emergency escalation team for critical-severity incidents
- Same SLA, same people, same price — weekends, holidays, overnight
- Incident post-mortem report delivered after every critical emergency
No Extra Charges. Ever. For Monthly Plan Members.
Most IT companies charge $150–$350 per hour for after-hours emergencies, plus weekend surcharges, plus holiday premiums. Not Navatek. If you’re on an active monthly plan, emergency response is fully included — at any hour, any day. Your flat monthly rate never changes.
- $0 surcharge for emergency response on active monthly plans
- No after-hours premium — same rate at 2am as at 2pm
- No weekend or holiday markup — flat monthly rate, always
- Unlimited emergency incidents included in your plan
- Non-clients can access emergency support at $199/hr with best-effort response
- Monthly plan members always receive guaranteed priority over pay-per-incident callers
Ransomware & Security Breach Response
Ransomware attacks are the most devastating IT emergency a business can face. Our incident response team isolates the threat immediately, stops the spread, identifies the variant, and restores from immutable backups — so you never have to pay a ransom.
- Immediate isolation of infected systems to stop ransomware spread
- Ransomware variant identification and threat intelligence
- Restoration from immutable cloud backups — no ransom ever needed
- Active security breach containment and intruder lockout
- Forensic investigation and root cause analysis
- Post-incident hardening to prevent recurrence
Proactive Monitoring That Prevents Emergencies
The best emergency is one that never happens. Our 24/7 NOC (Network Operations Center) monitors your systems continuously — catching failing hardware, suspicious activity, and performance degradation before they become business-stopping events.
- 24/7 real-time monitoring of servers, workstations, and network devices
- Automated alerting on hardware failure, disk space, and performance thresholds
- Proactive patch management to close security vulnerabilities before exploit
- Backup monitoring — we verify every backup completed successfully
- Security event monitoring and anomaly detection
- Monthly health reports so you always know the state of your environment
What Happens the Moment You Submit a Ticket
From the second you submit a ticket, a precisely orchestrated response begins. Here’s exactly what happens — and when.
| Step | What Happens | How | Timing | Your Role |
|---|---|---|---|---|
| 1 — You Contact Us | Submit a ticket online or use live chat. All channels route directly to an on-duty emergency technician. | Ticket portal / Brevo chat | T+0 minutes | Submit ticket |
| 2 — Technician Assigned | A certified technician reviews your incident and is immediately assigned. Severity is triaged and escalation triggered if needed. | NOC dispatch system | T+2 minutes | Await confirmation |
| 3 — Remote Connection | Technician connects via secure encrypted session and begins live diagnosis. Root cause is identified. | Encrypted RMM agent | T+5–10 minutes | Stay available |
| 4 — Active Remediation | Repairs begin immediately — restore from backup, isolate threat, rebuild failed service, or recover data. | Remote tools + backups | T+10–60 min avg | Receive updates |
| 5 — Resolution & Report | Full functionality verified with you before closing. Written incident report delivered within 24 hours. | Verification + email | +24hr follow-up | Confirm restored |
Navatek vs. Typical IT Providers When Things Go Wrong
Not all emergency IT support is created equal. Here’s what matters when you’re actually in a crisis.
| Feature | No MSP / Break-Fix / ER | Navatek - Starter | Navatek - Business | Navatek - Enterprise |
|---|---|---|---|---|
| Emergency Response SLA | No SLA | ✓ <30 min | ✓ <15 min | ✓ <15 min |
| After-Hours Coverage | Voicemail | ✓ 24/7/365 | ✓ 24/7/365 | ✓ 24/7/365 |
| Holiday / Weekend Surcharge | +50–100% | $0 ✓ | $0 ✓ | $0 ✓ |
| Ransomware Response | Not included | ✓ Yes | ✓ Yes | ✓ Yes |
| Proactive Monitoring | — | ✓ Yes | ✓ Yes | ✓ Yes |
| Incident Report Provided | — | ✓ Yes | ✓ Yes | ✓ Yes |
| Emergency Cost to Member | $199+/hr | $0 | $0 | $0 |
Every Industry. Every Emergency.
From healthcare to retail, our emergency IT team has the specialized knowledge to handle your industry’s unique systems and compliance requirements — even in a crisis.
Healthcare
EHR system down, HIPAA breach response, medical device connectivity failures. HIPAA-aware emergency protocols — we understand the stakes in a clinical environment.
Legal Services
Case management system outages, court deadline emergencies, privileged data breaches. We treat legal data with the confidentiality it demands.
Finance & Accounting
QuickBooks corruption, payroll system failures, bank deadline emergencies. We get you back online before the deadline.
Retail
POS system down during peak hours, payment processing failure, inventory system crashes. Every minute of downtime is lost revenue.
Construction
Project management software failures, remote site connectivity, estimating system crashes on bid day. We keep your projects moving.
Hospitality
Reservation system outages, guest Wi-Fi failures, check-in system crashes. Emergency response around the clock, every day of the year.
Reduce the Chance of an Emergency in the First Place
24/7 Remote Monitoring
Our monitoring platform catches failing hardware, malware activity, and performance degradation before they cause an outage — silently fixing issues you never knew about.
Learn More →Cybersecurity
Ransomware, breaches, and phishing attacks are the leading cause of IT emergencies. Our multi-layer security stack stops threats before they can cause a crisis.
Learn More →Data Backup & Disaster Recovery
When an emergency does strike, immutable cloud backups with a tested disaster recovery plan turn a catastrophe into a minor incident measured in hours, not weeks.
Learn More →Emergency IT Support FAQs
Yes — it is contractually guaranteed in your Service Level Agreement. Business plan subscribers are guaranteed a live technician actively working on their issue within 15 minutes of contact, 24/7/365. If we miss the SLA window, we will credit your account and review the failure with you. This is not a marketing claim — it is a binding commitment.
Yes. Our Network Operations Center is staffed with live certified technicians every single hour of every single day. When you submit a ticket at 3am on a Tuesday or 11pm on a holiday, a real human being who knows IT responds within minutes. There are no answering services, no on-call rotation with uncertain response, and no voicemail boxes.
Completely free with zero hidden fees. Your flat monthly subscription includes unlimited emergency support at no additional charge — no after-hours premium, no holiday surcharge, no “complexity fee,” no per-incident billing. One flat rate, complete coverage. This is spelled out explicitly in your service agreement.
The vast majority of IT emergencies — over 96% — are fully resolved remotely. For the rare scenario requiring physical hardware replacement, we will coordinate and project-manage the hardware solution, advise on emergency procurement, and have a plan ready by the time hardware arrives. Remote resolution is always attempted first to minimize time-to-recovery.
An IT emergency is any critical failure impacting your business operations: server down, network outage, ransomware attack, data loss, email failure, critical software crash, security breach, or any situation preventing your team from working. All are handled under our emergency response SLA — there is no narrow definition or exclusion list.
Yes. We provide emergency IT support to non-clients at $199/hour with best-effort response. If you’re in crisis right now, submit a ticket immediately and we will help you — and discuss your options for becoming a managed plan member simultaneously. Monthly plan members always receive guaranteed priority access and the 15-minute SLA.
Yes, without exception. 24/7/365 means exactly that. Christmas Day at 2am, New Year’s Eve at midnight, Thanksgiving — a live technician responds in under 15 minutes. There is no holiday schedule at Navatek.
A Live Technician Is Standing By
Don’t wait. If your business is down, create a ticket now. A certified Navatek technician will be on your issue in under 15 minutes — guaranteed. Active monthly plan members pay $0 extra.