Our Security Operations Center (SOC) monitors your Servers 24 hours a day, 7 days a week no matter what your subscription is. We will attempt to fix the issues on our end whenever we catch them. i.e. Support requests by us.
The Remote Support and Incident Response Time indicators that you see on our plans are there to let you know when your company and its employees can request support from us for Workstations and/or Servers. i.e. Support requests by you (the client).
Take note: your company is still bound by the subscribed plan's Incident Response Time (IRT) even though you are on 24 Hours support.
For example, if you are subscribed to the Gold plan, your Server's IRT is 4 hours. If you send us a ticket at 7pm, we will respond to your ticket within the 4 hours, from 7pm.