StreamEdgeSolutions

Support & Maintenance · One-off

Emergency Technical Support

A one-off remote service, priced per 4-hour block: same-day incident work when you have no support cover.

Buy now

$299USD one-off

One payment. Work starts once we have confirmed your requirements.

The four questions this page answers

  1. 1

    What you buy

    A one-off service delivered remotely, priced per 4-hour block of engineering time on an urgent outage or critical fault. One payment buys one block; if you expect the incident to need longer, set the quantity to two. No support agreement is required and nothing recurs afterwards.

    Priced per 4-hour block.

  2. 2

    What you get

    3 deliverables, listed in full below

    • Up to 4 hours of incident diagnosis and restoration work per block purchased
    • A written incident summary covering cause, actions taken and current state
    • Written recommendations for preventing a recurrence
  3. 3

    How it is delivered

    Remote Setup

    Carried out remotely by our team. Nothing is posted and no one visits.

    REMOTE SERVICE

  4. 4

    How long it takes

    Same working day where an engineer is available, confirmed with you before payment

    Measured from the point everything under “what we need from you” is with us, not from the moment you pay.

A ticketing system with queues, priorities and response tracking — illustrative concept, not a screenshot of a client system
A ticketing system with queues, priorities and response tracking. Illustrative interface concept — not a screenshot of a client deployment.

What is this, in plain English?

A one-off service delivered remotely, priced per 4-hour block of engineering time on an urgent outage or critical fault. One payment buys one block; if you expect the incident to need longer, set the quantity to two. No support agreement is required and nothing recurs afterwards.

Sold as a block of hours with a same-day start during working hours, subject to an engineer being free — which we confirm before you pay rather than after. We work the incident, restore service where it is within our control, and give you a written incident summary. If the cause is outside our control, we tell you plainly and help you get to whoever can fix it.

The problem it solves

Your site or system is down right now, you have no support contract, and every hour is costing you.

If that does not describe you, this is probably the wrong product. Tell us and we will point you at a better fit rather than sell you the nearest one.

What you get

The concrete things that exist at the end and that you own.

3 deliverables

  • Up to 4 hours of incident diagnosis and restoration work per block purchased
  • A written incident summary covering cause, actions taken and current state
  • Written recommendations for preventing a recurrence

What's included

The work covered by the figure in the buy box, at no extra cost.

  • Up to 4 hours of engineering time per unit purchased
  • Same-day start where an engineer is available, confirmed before you pay
  • Diagnosis and restoration work
  • Incident report

Not seeing something you expected? Check what you are not buying before you order.

What does it do?

Everything listed here is delivered as part of this product. Nothing on this list is aspirational.

  • Same-day start during working hours, subject to an engineer being available
  • A 4-hour block of engineering time per unit purchased
  • Incident diagnosis and service restoration
  • Direct communication throughout
  • A written incident summary afterwards
  • Recommendations to prevent recurrence

How it works

The delivery sequence from order to handover.

  1. 1

    Contact us

    Describe the incident. We confirm availability before you commit — no payment for a slot that does not exist.

  2. 2

    Triage

    We establish impact and the most likely cause quickly.

  3. 3

    Restore

    Priority is getting you working again, with the underlying fix following.

  4. 4

    Stabilise

    We verify the system is genuinely stable rather than briefly quiet.

  5. 5

    Report

    A written summary of cause, actions and what would prevent a repeat.

Delivery & fulfilment

Stream Edge Solutions ships nothing. Every package on this site is carried out and handed over remotely — this is exactly what happens after you order.

REMOTE SERVICEHow this is delivered
  1. 1We confirm requirementsWe read what you sent with the order, come back in writing with anything missing, and agree the scope before any chargeable work starts.
  2. 2We build and configure remotelySetup, configuration and testing are done by our team over a remote connection — on your systems or on ours, whichever the package specifies.
  3. 3We hand it overYou receive the working setup, the credentials, the documentation and a walkthrough. Everything built for you is yours at handover.

Carried out remotely by our team. Nothing is posted and no one visits. Typical turnaround: Same working day where an engineer is available, confirmed with you before payment.

Delivery method
Remote Setup
Expected delivery time
Same working day where an engineer is available, confirmed with you before payment
Measured from the point everything under “what we need from you” is with us — not from the moment you pay.

Full detail of how work is handed over, what happens if requirements are outstanding and how order records are kept is in the Delivery & Fulfilment Policy.

What we need from you

Nothing starts until these are in place, and the turnaround above is measured from that point — not from the moment you pay.

  • Immediate administrative access to the affected systems
  • A decision-maker reachable throughout the block
  • Hosting, domain or provider credentials as the incident needs them
  • A written description of what is failing and when it started

Who this is for

  • Businesses facing an unexpected outage
  • Companies whose supplier is unreachable
  • Anyone with a critical fault and no cover
  • Businesses needing help outside a support plan

Business needs this addresses: Improve IT infrastructure

What's not included

Just as plainly as the list above: the things this package is not.

  • A guarantee of resolution — some faults are outside our control, and we say so rather than bill for the appearance of progress
  • Overnight or weekend cover, which we do not currently staff
  • Third-party provider outages, though we will manage communication with them
  • Ongoing support after the incident, which needs a plan
  • Data recovery where no backup exists

Anything outside the scope above is quoted separately, in writing, before it is carried out. Nothing is added to your bill without your agreement.

FAQs

Can you always start same day?

Usually during working hours, but not always — it depends on engineer availability. We tell you before you pay, and we would rather turn work away than take money for a slot we cannot honour.

What if four hours is not enough?

We tell you at the three-hour mark where things stand and what completing it would take, so you decide with information rather than being billed by surprise. Continuing means buying a further 4-hour block — nothing is charged without you agreeing to it first.

Do you work weekends?

Not currently. We are being straight about that rather than advertising cover we cannot staff reliably.

Refund & cancellation

What happens if you change your mind, and what happens to money already paid.

Cooling-off before work starts
You have 7 days after ordering to cancel while work has not yet begun. Up to 25% may be retained to cover scoping and scheduling already carried out.
Work already done
Once delivery has started, refunds are assessed against the work completed and the deliverables already handed over — the list under “what you get” above is what that assessment is made against. Approved refunds are processed within 14 days.
If we cannot deliver what is described here
You are refunded. The scope on this page is the scope we are held to, which is exactly why the exclusions above are stated before you buy rather than after.

The full terms, item type by item type, are in the Refund & Cancellation Policy. How the work reaches you is covered by the Delivery & Fulfilment Policy.

Not sure this is the right product?

We would rather point you at the right thing than sell you the nearest one. Ask us before you buy — no obligation.

Ask a questionRequest a custom quote

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