Managed Support for Every Component We Run.
When you host with GovDataHosting, our team supports every infrastructure and platform component under our management control — so you are never juggling vendors during an incident. Choose the coverage model that matches your mission: predictable business-hours support, or around-the-clock response when downtime is not an option.
Reach the GovDataHosting ServiceDesk
Authorized requesters can open and manage tickets through either channel. For urgent, after-hours incidents, phone reaches on-call personnel fastest.
Everything Under Our Management Control
Your application is yours to run. Everything beneath it — the cloud, the platform, the security stack, and the operations that keep it compliant — is ours to manage and support. One team owns the whole stack so issues never fall between vendors.
Cloud Infrastructure
The compute, storage, networking, and the managed cloud environment your workloads run on — kept healthy, patched, and authorized to operate.
Platform Services
Operating systems, databases, web and application middleware, and the managed services layered on top of your infrastructure.
Security Operations
Continuous monitoring, hardening, vulnerability management, and the controls that maintain your compliance posture day after day.
Monitoring & Availability
Health, performance, and availability monitoring across the environment, with proactive response when something needs attention.
Backup & Recovery
The backup, restore, and disaster-recovery mechanisms that protect your data and keep your environment resilient.
Change & Service Requests
Routine fulfillment — account provisioning, DNS changes, configuration updates, and documentation requests — handled through one queue.
Two Ways to Be Supported
Both plans run through the same ServiceDesk, the same priority-based triage, and the same U.S.-citizen engineers. The difference is when we are on the clock for you — and how fast we move when it matters most.
Steady, Predictable Coverage
The right fit for environments that run on a business rhythm. Your team submits incidents and requests during the day, and our engineers work them through the same business window — with clear triage, real ownership, and steady communication.
- Steady-state and internal-facing systems
- Workloads with predictable, daytime usage
- Budgets that favor a lean, dependable model
- All four priority levels covered in-window
- Proactive updates on active high-impact issues
- Full escalation path to leadership when needed
When the Mission Is on the Line
For systems where downtime has consequences. On-call engineers are reachable every hour of every day, with our fastest response commitments and the tightest update cadence — so a 2 a.m. incident gets the same urgency as a midday one.
- Mission-critical and public-facing production systems
- Workloads that operate beyond business hours
- Our fastest assignment commitments, day or night
- Frequent, proactive status updates on critical incidents
- Priority Bump: raise a ticket’s urgency instantly — no approval required
- You keep operational control over what’s most urgent
From Ticket to Resolution
Every request follows the same clear path, whichever plan you’re on. You always know who owns your issue and what happens next.
You Submit
An authorized requester opens a ticket by email or phone and sets the initial priority based on impact.
We Triage
We confirm the priority against clear criteria. If something looks mis-set, we talk it through with you first — nothing is changed silently.
An Engineer Engages
A qualified technician takes ownership of the ticket and gets to work — a real person accountable for your issue.
We Keep You Posted
On active high-impact incidents we push proactive updates — what we’ve done, what’s next, and any change in outlook — until it’s resolved.
Every Issue, Rightly Ranked
We classify each incident and request by operational impact, the number of users affected, and whether a workaround exists. That shared language keeps the urgent things urgent and the routine things moving.
Mission Down
Complete loss of a production service or a mission-critical function with no workaround — including active security events and in-progress data loss.
Serious Degradation
A significant slowdown or partial outage affecting multiple users, or a critical function limping along on a limited workaround.
Minor Impact
Single-user impact or a non-production issue with a reasonable workaround available — overall service stays operational.
Routine Request
Standard service requests, scheduled work, and informational asks with no service impact — the everyday fulfillment work.
The Things That Don’t Change
Whichever coverage model you choose, these come standard — because good support is about more than a clock.
One Accountable Team
The same people who run your infrastructure support it. No finger-pointing between a cloud vendor and a support desk.
Proactive Status Updates
On active critical incidents we come to you with progress, next steps, and timeline changes — you’re never left refreshing a ticket.
You Control the Urgency
Priorities are set by you and confirmed against clear criteria. Need a ticket bumped up? You can ask at any point in its life.
A Clear Escalation Path
If something isn’t going right, a defined path runs from the ServiceDesk Lead to the Operations Manager to an Executive Sponsor.
U.S. Citizens, U.S. Data Centers
Your environment is supported exclusively by U.S. citizens, from data centers located in the continental United States.
Assignment You Can Count On
We commit to engaging a qualified technician and communicating clearly. Resolution timing depends on the issue — and we’re honest about that distinction.
Support, Answered
What’s the difference between Operations and Mission Support?
Coverage hours, mostly. Operations Support runs during U.S. business hours, Monday through Friday. Mission Support is around the clock — 24/7/365 — with our fastest response commitments and our tightest update cadence for critical incidents. Both use the same ServiceDesk, the same triage, and the same engineers.
What does “under your management control” mean?
It’s the part of the stack we run for you: the cloud infrastructure, platform services, security operations, monitoring, and backups. Your application sits on top and stays yours — but everything beneath it is ours to manage, support, and keep compliant, as defined in your Statement of Work.
Do you guarantee how fast something gets resolved?
We’re deliberately transparent here: our commitments are about how quickly we assign a qualified technician and how consistently we communicate — not a fixed resolution clock. Resolution time depends on the nature, complexity, and dependencies of each issue, so we don’t pretend otherwise.
Can we change a ticket’s urgency after we open it?
Yes. You can request that a ticket’s priority be raised at any point. With Mission Support, an authorized requester’s priority bump takes effect immediately, with no approval needed from us — because you should stay in control of what’s most urgent for your mission.
Who is allowed to open and manage tickets?
Your designated Authorized Requesters. You maintain the list and let us know about changes in writing, which take effect once we acknowledge them. We act on requests, classification changes, and escalations only from those individuals — a simple guardrail that protects your environment.
Can different systems have different plans?
Absolutely. It’s common to put Mission Support on the systems that can’t go dark and Operations Support on everything else. We’ll help you match the coverage model to each environment so you’re not over- or under-buying support.
Talk to a Support Engineer, Not a Script
Tell us what you’re running and how it’s used. We’ll recommend the coverage model that fits each environment — and explain exactly what you can expect when you open a ticket.