Service Level Agreements

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Service Level Agreements

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Our Service Level Agreements

We maintain a strict Service Level Agreement to ensure that our customers receive the support they pay for. Our service levels are based on the urgency and impact of a fault and determine the time it takes for us to respond.

Although we document and are upfront about Service Level Agreements, we often overachieve on these and this will be reflected in the service you receive.

Fast response times:

  • We guarantee access to a qualified member of staff within 30 minutes of logging the ticket depending on the impact and urgency of the ticket.
  • Our Engineers are Microsoft Accredited.

Fix times:

  • We aim to resolve faults within 8 hours, no matter what size the problem, on average our closure rate is around 2 hours.

Response Time30 Mins2 Hours4 HoursNBD
High Impact
High Urgency
Medium Impact
Medium Urgency
Low Impact
Low Urgency
Request for Information
New User Setup

Response Time30 Mins2 Hours4 HoursNBD
Server Failure effecting all users
Peripheral equipment failure affecting all users
Email failure effecting all users
Intermittent connection issues for some users
Single user unable to work
Permission change
Mailbox Access
New Starter or Leaver Request

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We are officially Cyber Essentials certified!

To reassure our customers of our commitment to cyber security, we have obtained the Cyber Essentials certification, demonstrating our protection against common cyber threats such as phishing, malware, and password breaches.

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