Big Fish Services Guide

The Big Fish Technology Services Guide is your comprehensive reference for understanding the full range of managed IT, cybersecurity, cloud, and support services we provide.

Designed for both existing clients and prospective clients, this guide offers clear insight into what each service includes, how it supports your organization, and the value it delivers. Whether you are reviewing the solutions you already subscribe to or evaluating additional offerings that may benefit your business, the Services Guide serves as an accessible, transparent resource to help you make informed decisions about your technology strategy.

At the heart of every Big Fish Technology service—whether cybersecurity, managed support, backup, or consulting—is our Service Desk, the central engine that powers the Big Fish client experience. The Service Desk is more than a troubleshooting line; it is the operational foundation that supports nearly every service we provide. No matter which services a client subscribes to, the path to receiving help, resolving issues, and maintaining business continuity begins here.

A Hospital-Inspired Approach to Support

Our Service Desk is intentionally designed using a hospital model, ensuring every request is evaluated with speed, clarity, and the right level of expertise. When a client calls during business hours, their experience follows a structured, clinical-style flow:

Triage - First Touch Fast Response

A technician trained to quickly diagnose and stabilize issues answers the call.
- If the issue can be resolved in 15 minutes or less, Triage resolves it immediately.
- If more time is required, Triage assigns the ticket based on urgency.
ER (Emergency Response Team)

For system down or business stopping issues, the ER team steps in immediately. These technicians specialize in critical response, rapid stabilization, and communication.
GP (General Practice Team)
Non-emergency requests (important but not urgent) are routed to our GP technicians, who schedule the work, follow up with the client, and ensure resolution within the SLA.

This structured, clinical-grade workflow ensures:

Precise priortization
Faster recovery for serious issues
Predictable, well-managed handling of nonurgent requests

It's why our clients consistently feel cared for—not just supported.

Why This Framework Matters

This Core Support Framework:

Applies to every Big Fish service offering
Ensures consistency across all service levels and packages
Helps clients understand what to expect when they call
Protects businesses with fast response during business hours
Maintains 24/7 emergency readiness without unnecessary cost

No matter which service plan a client chooses, the Service Desk is the central nervous system of their Big Fish experience—always responsive, always structured, always human.

Clients can request help through any of the following channels:

Phone (Recommended for Anything Above Low Priority)

678‑528‑7713, option 1
Routed to a Big Fish technician during business hours
Fastest path for emergency or medium priority issues

Email (For Low Priority Only)

support@bigfishtechnology.com
Must include:
- Full name
- Company name
- Callback number
- Detailed description
- Desired priority
Emails missing this information may have a delay in processing.

Every request—phone or email—creates a ticket that follows our formal workflow until resolution.

Your service experience depends on the type of issue and when it is reported.

During Regular Business Hours

Monday–Friday, 9:00 AM – 5:00 PM Eastern

80% of callers reach a live technician within one minute.
Voicemails are returned within 15 minutes.
Triage → ER/GP workflow applies to all calls.
Email requests are treated as Low Priority unless upgraded by the Service Desk team

Just like a hospital, we focus on stabilizing emergencies first while ensuring all clients receive prompt, reliable care.

After Hours Support (Emergency Only)

Weekdays 5:00 PM–9:00 AM, plus all weekends and holidays

Big Fish is a 24/7 support provider, but the experience differs after hours:

What Happens After Hours:

Calls are answered by a call center that captures:
- Contact details
- Company
- Description of the situation
The call center notifies the on call Big Fish technician.
A technician responds if—and only if—the situation meets Emergency criteria.

What Qualifies as an Emergency:

An emergency is anything that prevents the business or an employee from performing their job, including:

System outages
Network failure
Inaccessible critical applications
Widespread connectivity issues

Non‑emergency requests reported after hours are returned the next business day.

This structure keeps Big Fish available at all times while ensuring the highest‑urgency issues receive immediate attention.

Worry Free Support is the cornerstone of Big Fish Technology’s managed day-to-day IT services, designed to provide organizations with comprehensive, proactive support for their entire technology environment. This service is built for clients who want peace of mind, knowing that their IT infrastructure is monitored, maintained, and supported by a dedicated team of experts. Worry Free Support covers both remote and onsite troubleshooting, ensuring rapid response to issues and minimizing downtime. Clients benefit from unlimited access to our service desk, which is staffed by knowledgeable technicians who resolve problems efficiently and courteously. The service also includes management of one computer per user, unlimited mobile devices, and core network support for headquarters offices.

Beyond day-to-day troubleshooting, Worry Free Support incorporates consulting services, Microsoft 365 environment management, and discounted rates for project work. Clients receive support for technology planning, onboarding, and vendor management, making Worry Free Support a truly all-inclusive day-to-day support solution.

Included Features:

Unlimited service desk access (remote & onsite)

Business-grade antivirus (AV)

Management of one computer per user

Unlimited mobile device support (iOS, Android)

Core network management for HQ offices

Microsoft 365 environment management

Discounted hourly/project rates

3rd party vendor management

On-demand consulting for technology planning and onboarding

Secure 360 is Big Fish Technology’s advanced cybersecurity offering, designed to protect organizations from the ever-evolving landscape of digital threats. Inclusive of everything contained in Worry Free Support, this service goes beyond traditional antivirus solutions, providing a multi-layered defense that includes managed detection and response (MDR), endpoint protection, email security, and vulnerability management. Secure 360 is built for businesses that recognize the importance of a unified approach to security, ensuring that all tools work together seamlessly to prevent breaches and minimize risk.

Clients receive continuous monitoring, risk assessments, and employee security awareness training, making Secure 360 a comprehensive solution for safeguarding data, devices, and users. The service is delivered by experienced security professionals who stay ahead of emerging threats and ensure compliance with industry standards. Secure 360 can be customized to meet specific regulatory requirements, such as FINRA, NIST, HIPAA, SOC 1, or SOC 2, providing peace of mind for organizations in highly regulated industries.

Included Features:

Endpoint detection and response (EDR)

24/7 managed detection and response (MDR)

Email security and phishing protection

Vulnerability management and risk assessment

Employee security awareness training

Compliance-ready security stack (FINRA, NIST, HIPAA, SOC)

Corporate Password Management

Zero-Trust endpoint hardening

SaaS Backup (Microsoft 365 & Google Workspace)

Unified approach to security tools and updates

Incident response and breach prevention

The Tools Only plan is tailored for organizations seeking essential IT support without the full suite of advanced features found in Worry Free Support. This package provides access to reliable helpdesk and remote support. While Tools Only doesn’t feature the all-inclusive nature of our other plans, it is ideal for small businesses or teams with straightforward IT needs, providing a solution that has a support group ready when the need arises.

Clients on the Tools Only plan benefit from access to our service desk during business hours and scalable support plans that can grow with their organization. The service is delivered by friendly, skilled technicians who prioritize rapid issue resolution. While it does not include advanced cybersecurity or backup solutions, Tools Only ensures that your technology systems have support when its needed.

Included Features:

Service desk access during business hours

Business-grade antivirus (AV)

Scalable support plans

Friendly, skilled technicians

Rapid troubleshooting and maintenance

Discounted hourly rate for support services

Endpoint Backup is a robust data protection service that ensures desktops, laptops, and servers are safeguarded against data loss, ransomware, and hardware failure. Using image-based backup technology, Endpoint Backup creates secure, reliable copies of your entire system—including applications, files, and settings—stored in the cloud for rapid recovery. This service is appliance-free, requiring no additional hardware, and is designed to meet compliance standards for data security and retention.

Clients benefit from rapid recovery options, including bare-metal restores and file-level restores, enabling quick restoration of critical systems after an incident. Endpoint Backup uses 256-bit AES encryption for data in transit and at rest, ensuring that sensitive information remains protected at all times. The service is ideal for organizations that prioritize business continuity and want to minimize the impact of unexpected events.

Included Features:

Image-based backup (full system, apps, files)

Appliance-free, cloud-based storage

Rapid recovery (bare-metal restore, file-level restore)

256-bit AES encryption in transit and at rest

Compliance-ready security standards

Automated, scheduled backups

Granular restore options for individual files or systems

SaaS Backup protects your cloud application data—including Microsoft 365 and Google Workspace—from accidental deletion, ransomware, and outages. This service provides automated, scheduled backups of emails, files, and collaboration data, stored independently in encrypted cloud storage. SaaS Backup ensures that your organization’s cloud data is always recoverable, even if your provider experiences an outage or cyberattack.

Clients can restore individual files, emails, or folders with granular precision, meeting compliance requirements for data retention and recovery. SaaS Backup is essential for organizations that rely on cloud applications for daily operations and want to ensure business continuity in the face of unexpected events.

Included Features:

Automated, scheduled backups of cloud data

Granular restore (individual files, emails, folders)

Air-Gapped, independent, encrypted cloud storage

Compliance with retention and recovery policies

Protection against accidental deletion and ransomware

Rapid recovery for cloud-based data

BCDR Backups provide robust protection for your organization’s critical systems and data, ensuring business continuity in the event of disaster. Our solutions include regular, automated backups, offsite storage, and rapid recovery options for files, applications, and entire systems. We work with you to develop and test disaster recovery plans, so you’re prepared for any scenario.

This service is essential for organizations that cannot afford downtime or data loss. BCDR Backups help you recover quickly from cyberattacks, hardware failures, or natural disasters, minimizing the impact on your business and safeguarding your reputation.

Included Features:

Automated, regular backups of critical systems and data

Offsite and cloud storage options

Rapid recovery for files, applications, and systems

Disaster recovery planning and testing

Compliance with industry standards

Protection against ransomware and cyberattacks

Business continuity assurance

Integration with managed services

Managed Computer service provides end-to-end lifecycle management for workstations in your organization. From initial provisioning and configuration to ongoing patching, monitoring, and support, our team ensures supported endpoints are secure, up-to-date, and optimized for performance. We proactively address hardware and software issues, minimizing disruptions and extending the lifespan of your technology investments.

Clients benefit from regular health checks, remote and onsite troubleshooting, and seamless integration with company policies and compliance requirements. Managed Computer service also includes asset tracking, warranty management, and user onboarding/offboarding, making it easy to scale your workforce and maintain operational continuity.

Included Features:

Automated patch management and updates

Remote and onsite troubleshooting

Hardware and software health checks

Asset tracking and warranty management

User onboarding and offboarding

Security policy enforcement

Performance optimization

Managed Server service delivers comprehensive oversight and support for your organization’s physical and virtual servers. Our experts handle everything from initial setup and configuration to ongoing maintenance, security, and performance monitoring. We ensure servers are always running at peak efficiency, with rapid response to any issues that arise.

Managed Server is ideal for organizations that rely on robust, secure infrastructure to support their operations, whether on-premises or in the cloud.

Included Features:

Operating system and application updates

Performance monitoring and optimization

Rapid issue resolution and troubleshooting

Integration with cloud and hybrid environments

Managed Hosted Server provides secure, reliable hosting for your servers in state-of-the-art data centers. We handle all aspects of server management, including monitoring, patching, and security, so you can focus on your core business.

Managed Hosted Server is perfect for organizations seeking to reduce on-premises infrastructure costs while maintaining control and visibility over their hosted assets.

Included Features:

24/7 monitoring and support

Automated patching and updates

Managed Network service takes the complexity out of network management, covering everything from cabling and hardware to wireless access points and firewalls. Our team monitors, configures, and troubleshoots your network infrastructure, ensuring reliable connectivity and robust security for all users and devices.

Clients benefit from vendor management, hardware-as-a-service options, and proactive performance optimization. Managed Network is ideal for organizations that want seamless connectivity and expert support for their network infrastructure, whether in a single office or across multiple locations.

Included Features:

End-to-end management of network infrastructure

Monitoring, configuration, and troubleshooting

Vendor management (ISP, hardware, etc.)

Hardware-as-a-service options

Wireless access point and firewall management

Performance optimization and reporting

Security policy enforcement

Integration with managed services

Worry Free Wi-Fi delivers secure, high-performance wireless networking for your organization. We design, deploy, and manage Wi-Fi solutions that provide reliable connectivity for employees, guests, and devices. Our team ensures that your wireless network is optimized for coverage, speed, and security, with proactive monitoring to prevent outages and unauthorized access.

This service includes guest network management, bandwidth optimization, and integration with existing infrastructure. Worry Free Wi-Fi is perfect for businesses that depend on seamless wireless connectivity, offering peace of mind and a superior user experience.

Included Features:

Design and deployment of wireless networks

Secure guest network management

Bandwidth optimization and traffic shaping

Proactive monitoring and troubleshooting

Integration with existing infrastructure

Coverage and speed optimization

Security policy enforcement

Rapid response to connectivity issues

Dedicated On-Site Technical Support (DOTS) places skilled IT professionals at your location, providing hands-on assistance for projects, troubleshooting, and immediate issue resolution. Our technicians become an extension of your team, delivering expert support for hardware, software, and network challenges as they arise.

This service is ideal for organizations with complex environments or those undergoing major technology initiatives. DOTS ensures that problems are addressed quickly and efficiently, minimizing downtime and keeping your operations running smoothly.

Included Features:

On-site IT professionals for hands-on support

Immediate troubleshooting and issue resolution

Project assistance and implementation

Hardware and software support

Network management and optimization

Integration with managed services

Flexible scheduling and coverage options

Rapid escalation for critical issues

The VCTO service provides strategic IT leadership and consulting, helping organizations align technology with business goals, plan for growth, and manage risk. Our virtual CTOs work closely with your executive team to develop technology roadmaps, budget for IT investments, and oversee major projects and vendor relationships.

This service is perfect for businesses that need high-level IT expertise without the cost of a full-time executive. VCTO ensures that your technology strategy supports your long-term objectives, drives innovation, and keeps you ahead of industry trends.

Included Features:

Strategic IT planning and consulting

Technology roadmap development

IT budgeting and investment guidance

Project and vendor management

Executive-level advisory services

Risk management and compliance support

Innovation and digital transformation leadership

Integration with managed services

Big Fish Services Guide

Triage - First Touch Fast Response

A technician trained to quickly diagnose and stabilize issues answers the call.

ER (Emergency Response Team)

For system down or business stopping issues, the ER team steps in immediately. These technicians specialize in critical response, rapid stabilization, and communication.

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