Our IT Support SLAs
When something goes wrong, you need to know how quickly your IT partner will respond. Our SLAs give you clear, predictable response times based on the urgency of the issue so you always know what to expect.
IT Support with 24/7 security monitoring built in as standard. For everyone.
How We Prioritise Support Requests
To make sure the most urgent issues are handled first, every ticket is assigned a priority level when it comes in. This is based on:
- how many people are affected
- whether the issue is business-critical
- whether work has stopped entirely
- the impact on your systems or operations
What “Response Time” Actually Means
Your SLA response time includes three things:
- a confirmation that we’ve received your ticket
- an initial diagnosis of the issue
- an outline of our proposed next steps
It doesn’t mean the issue is fully fixed within that time — but it does mean the ticket is acknowledged, assessed and being actively worked on.
Support Hours
Our SLAs apply during standard support hours.
Core Support Hours: 8.30am-5.30pm Mon-Fri