Service Categories
Technotic Service Categories Overview
A simple guide explaining how Technotic classifies the work we perform for your business.
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Incident Response
✓ Included under most support plans
Reactive work performed to resolve unexpected system faults, user‑reported issues, or security alerts requiring hands‑on remediation (e.g., malware quarantines, system failures, and hardware or software faults not caused by design limitations).
Afterhours Support
Support work performed outside the hours defined in a support agreement, or outside Technotic’s standard operating hours if no agreement exists. Includes both urgent and non‑urgent afterhours work.
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Monitoring
✓ Included under most support plans
Work involving the review of system alerts, health checks, uptime monitoring, vulnerability tracking, early‑stage investigations where root cause is unclear, and determining whether a problem requires escalation or remediation. ✓ Typically included in support agreements
Maintenance
✓ Included under most support plans
Scheduled or proactive work such as software patching, firmware updates, security hardening tasks, configuration adjustments, and other preventative activities required to maintain system health and security. ✓ Typically included in support agreements
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Change Request
Minor elective, low‑risk, reversible changes to existing solutions requested by the client, such as modifying pre‑existing access permissions, adjusting software settings, or updating existing device configurations.
Feature Request
Minor elective changes involving the creation of new systems or automations, the introduction or installation of new software, or upgrades that add new capabilities. This excludes large, multi‑phase tasks, which fall under Project Work.
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Onboarding New User / Offboarding User
✓ Included under most support plans
Work required to set up a new user account with the necessary access permissions, security settings, and licenses, or to decommission a user account that is no longer required. Limited to technical account provisioning or decommissioning.
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User Training
Training requested by the client, or training required to resolve an end‑user issue caused by lack of computer skills or knowledge, where no technical change is required and the root cause is not a technical fault. Includes only direct user education, not the creation of training materials.
General Inquiry
Time spent responding to general questions or advice that does not require technical investigation, triage, configuration changes, or hands‑on system work.
Product Issue
Work involving coordination with third‑party vendors to resolve product faults, warranty claims, or known defects outside Technotic’s direct control.
Billing Issue
Work performed to investigate billing issues raised by clients that relate to third‑party technology services, including validation of invoice accuracy and advising clients on disputed charges.
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Compliance & Audit
Work relating to compliance obligations, including evidence collection, auditing systems against compliance standards, and preparing compliance reports.
Project Work
Major elective changes involving the creation of new systems or automations, introduction of new hardware or software, or significant upgrades to existing systems. Project Work is always preceded by a quote or estimate and typically involves planning, scheduling, documentation, and coordination beyond routine service levels.
VCIO / IT Strategy
✓ Included under most support plans
Work involving strategic alignment of the client’s IT environment, including evaluation of new solutions, project planning, liaison with third‑party vendors, and providing strategic technology guidance to business leadership. Excludes hands‑on technical work, which must be logged under the appropriate technical category.
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Procurement Support / Quoting
✓ Included under most support plans
Time spent sourcing hardware or software, preparing quotes, comparing vendor offerings, or advising clients on purchasing decisions.
Administrative / Account Management
✓ Included under most support plans
Non‑technical account coordination tasks such as scheduling, policy reviews, administrative communication, and general client relationship management.
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Internal Work (Non‑Billable)
Internal R&D, internal meetings, internal training, and internal documentation writing.
Only internal documentation belongs here — any client-facing documentation must be logged under the relevant client work type (e.g., Project Work, Maintenance, VCIO).
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