🛠️ Managed Network Services – Scope, Support & Escalation

What Pickle manages

Pickle provides ongoing management of in-scope network devices to keep your business connectivity stable, secure, and observable.

Included in the service

We manage the following for approved devices:

• Configuration management
  Approved changes to network, Wi-Fi, switching, and firewall configurations.

• Firmware & software updates
  Planned updates for UniFi and pfSense to maintain stability and security.

• Monitoring
  Continuous monitoring of in-scope devices for availability and key health indicators.

• Alerting
  Automated alerts for events such as:

  • Device offline or unreachable

  • Link or uplink changes

  • Critical system or service events (where supported)

What’s not included

Unless explicitly contracted, Pickle does not manage:

• End-user devices (PCs, phones, printers, tablets, POS terminals)

• Internal application or file servers

• Structured cabling, patch panels, or building works

• Power systems, UPS, or building infrastructure

• Third-party or unsupported network hardware

If you need help outside this scope, we’re happy to assess and quote separately.

Onsite work

Managed Network Services are delivered remotely by default.

• Onsite visits are billable unless explicitly included in your agreement.

• We’ll always confirm scope, timing, and cost before attending site (except in emergency scenarios you’ve pre-approved).

Support coverage

Pickle offers two support coverage options:

Business Hours Support

• Support during standard business hours

• Suitable for offices with limited after-hours activity

Extended Support (including weekends)

• Includes business hours plus weekends

• Designed for sites where downtime outside business hours still impacts operations

Your active coverage level depends on your service agreement.

Response targets (acknowledgement & triage)

When an alert or support request is raised:

• Acknowledge:
  We confirm receipt and ownership of the issue.

• Triage:
  We assess:

  • Scope and severity

  • Whether the issue is local (LAN/Wi-Fi/firewall) or upstream (carrier, power, building)

  • Immediate stabilisation steps

Response targets apply to acknowledgement and triage, not guaranteed resolution times.

Resolution timing may depend on third-party providers, physical access, or external conditions.

Outage handling & escalation

Step 1: Detection

An outage may be detected via:

• Automated monitoring alerts

• Customer report

• Third-party notifications (carrier or provider)

Step 2: Triage & stabilisation

Pickle will:

• Validate the outage

• Check device status, configuration, and recent changes

• Apply safe remediation steps where possible

Step 3: Escalation (if required)

If the issue is outside the managed device layer, we will:

• Escalate to the relevant provider (e.g. internet carrier, building manager)

• Coordinate diagnostics and follow-ups

• Keep you informed of progress and next steps

Step 4: Onsite recommendation

If remote remediation isn’t possible, we’ll:

• Clearly explain why onsite access is required

• Advise next actions and estimated effort

• Proceed once approved (billable)

What Pickle won’t promise

To keep things transparent and realistic, Pickle does not:

• Guarantee fix or restoration timeframes

• Guarantee uptime percentages unless contracted

• Make changes without approval (except protective emergency actions)

Our focus is clear communication, safe remediation, and accountable escalation.

Need changes or extra coverage?

If your business needs:

• 24/7 coverage

• Faster response targets

• Onsite inclusion

• Advanced reporting or change windows

We can review and tailor your managed service plan.