Published service levels
MSP response targets by tier live on /trust/service-levels — not buried in a PDF after you ask.
Incident response
Incident response
What happens when you report a P1 outage or suspected cyber incident — containment, communication, and escalation.
What you get
How we scope and deliver
We confirm the fault, your requirement, and the repair path so you can approve the plan with confidence.
- Engineer-led IT support and remote helpdesk
- Managed IT support with published response targets
- Microsoft 365, identity, and device management
- Backup, patching, endpoint protection and lifecycle planning
When you report an incident
Contact us via agreed channels and mark the ticket P1 if business operations are halted or you suspect active compromise.
We triage: contain spread (isolate devices, revoke sessions), preserve evidence where appropriate, and communicate status to your named contacts.
Security incidents
For suspected ransomware, phishing account compromise, or data exfiltration we follow runbooks aligned to our cyber baseline — MFA enforcement, backup verification, and vendor coordination.
Where we process personal data on your behalf, breach notification to you is without undue delay per our DPA.
Out of scope without agreement
24/7 SOC/SIEM monitoring and forensic retainers are not included in standard MSP tiers. Discuss DevSecOps retainer or bespoke security programmes if required.
Why trust NLCRC
Diligence-ready MSP process — published, not promised.
Scope before spend
Work is agreed in plain English before it starts, whether that is a retainer change or a workshop job.
Questions
Common questions
What should we do first if ransomware is suspected?
Isolate affected systems from the network, do not power off unless directed, and call us immediately on your escalation path. Preserve logs where safe.
Is 24×7 incident cover included?
P1 intake is 24×7 for active MSP tiers — see /trust/service-levels for response targets.
Do you provide forensic investigation?
Standard tiers include triage and recovery. Deep forensic retainers are scoped separately if required.
Ready to get started?
Book online where a verified link is available, or contact National Laptop Computer Repair Centre for repair scope and next steps.
