1. Request
Open a ticket, call, or schedule a consultation. Provide only the operational information needed.
How it works
A clear, accountable support experience
Every interaction follows a consistent process designed to protect client time, information, and continuity.
2. Triage
We confirm impact, urgency, affected user, and the appropriate support method.
3. Support
We assist by phone, ticket, video call, or attended remote session.
4. Documentation
We record technical actions, outcome, time, and next steps without retaining unnecessary client content.
5. Close and follow through
We confirm service is restored and share preventive recommendations.
Priority framework
Urgency is based on impact
P1
Critical
Broad outage, immediate proceeding impact, or active security risk. Targets defined by contract.
P2
High
Important user or function blocked without a reasonable workaround.
P3
Normal
Individual issue with a workaround or limited impact.
P4
Request
Question, planned access, training, or nonurgent improvement.
Response and resolution targets depend on the contract, hours, scope, and third-party dependencies. DefenderTech cannot guarantee outcomes for courts, networks, vendors, or systems it does not control.
Common questions
What organizations ask first
No. DefenderTech began by supporting legal professionals and that remains a specialty, but we serve small and mid-sized businesses, nonprofits, entrepreneurs, construction and field teams, and remote staff.
It means we try to solve the problem remotely before scheduling a visit. It is faster, costs less, and interrupts the day less.
No. You can request one-time help, pay hourly, engage a defined-scope project, or set up a monthly plan. Pricing is confirmed in writing before work begins.
Sessions are attended and require your explicit authorization each time. You watch the entire session and can end it at any moment. We never ask for passwords by email or ticket.
Yes. Support is delivered directly in English and Spanish—no middle layer, no improvised translation.
With a short consultation to understand your team, your tools, and your priorities. You then receive a clear recommendation and a written scope.