Pay-as-you-go support
Ad-hoc Support & Troubleshooting
Expert IT help when you need it — without a monthly SLA. Ideal for one-off incidents, overflow work, specialist investigations, or support before you commit to managed services. Billed in 15-minute increments at the labour tier that matches the complexity of the work. No retainers required.
Managed SLA vs ad-hoc support
SoftSol’s core offering is fully managed IT under a fixed-fee SLA. Ad-hoc support is the flexible alternative when that model is not the right fit yet — or when you need extra capacity on top of an existing arrangement.
| Managed SLA | Ad-hoc support | |
|---|---|---|
| Best for | Ongoing operations and predictable monthly cost | Specific incidents, pre-SLA engagements, or overflow |
| Billing | Fixed monthly fee for agreed scope | 15-minute increments, no retainer |
| Scope | Full environment accountability | Defined engagement or ticket |
| Monitoring | Proactive, included | Reactive to the issue raised |
| Learn more | Complete IT Management → | This page |
When ad-hoc support is the right choice
- •You need help with a specific problem and do not yet have (or do not need) a full managed SLA.
- •An issue falls outside your SLA scope, or you need specialist depth for a one-off investigation.
- •You want a structured root-cause analysis with documentation, not a quick workaround.
- •You are evaluating SoftSol and want to experience our approach before moving to managed services.
How labour tiers work
Ad-hoc work is billed at the tier that reflects the skills and responsibility required. You are charged only for time spent, in 15-minute increments, at the applicable tier — not a blended average.
Tier 1
Desktop & basic support
End-user issues, PC setup, printers, software updates, and general troubleshooting.
Tier 2
Systems & cloud admin
Servers, Microsoft 365, firewalls, backups, and infrastructure changes.
Tier 3
Specialist & strategic
Network architecture, security audits, complex RCA, and high-compliance environments.
On-site travel, where required, is billed separately at the published per-kilometre rate (return trip).
Our troubleshooting approach
- •Systematic root-cause analysis — we work back from symptoms to cause, using logs, monitoring data, and direct observation rather than guesswork.
- •Structured elimination methodology — potential causes are listed and tested in sequence until the root cause is confirmed.
- •Documentation of findings and resolution — every complex engagement produces a written record: what was investigated, what was found, and what was done.
Common scenarios
Intermittent network issues
Connectivity drops, high latency, or VPN tunnels that disconnect unexpectedly — analysed with packet captures and traffic logs.
Application performance problems
Slow response, database degradation, or resource contention — profiled and traced to specific components.
Recurring hardware faults
Persistent event log errors or inconsistent disk/memory behaviour — investigated to confirm cause and replacement path.
Post-change instability
After an update or deployment, unexpected behaviour emerges. SoftSol identifies what changed and whether it is the cause.
What you get
- •Written root-cause report — plain-language summary of the problem, its origin, and contributing conditions.
- •Resolution steps taken — a record suitable for your IT files and audit trail.
- •Recommendations to prevent recurrence — practical steps where the root cause points to a systemic gap.
Ready for predictable, managed IT instead?
Most clients move to a fixed-fee SLA once they see the value of proactive management. Explore Complete IT Management or contact us to discuss ad-hoc support today.