🛠️ 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.