IT Support London, Cyber Security and Technology Consultancy

SLA’s

How we work – our SLAs

Our promise to you:

  • You’ll always be able to get hold of us, no matter what. Our Service Desk is available via phone, email, or our ITSupportPanel app 24/7, 365 days a year.
  • We start working on your critical issues in just 10 minutes or less. Our response time is the time taken tostart workingon your problem – not just the time taken to acknowledge it.
  • If your problem is critical and preventing your business from operating, you’ll jump the queue and receive efficient IT support immediately.
  • We will proactively monitor your systems, identifying and solving IT issues before they can disrupt your business.

Our SLAs and response times

Priority 1 – Critical

A central problem where more than one user is prevented from working, for example email is not working across the company. We’ll start working on it within 10 minutes (30 minutes outside of office hours) and if required an engineer will be dispatched instantly (4 hours outside of office hours).

Priority 2 – Standard

A technical business IT support query relating to malfunction, for example one person is unable to print. We’ll start working on it within 30 minutes and if required an engineer will be dispatched within 3 hours (8 hours out of office hours)

Priority 3 – Enhancement

A request for user guidance or administrative notifications, for example changing someone’s access permissions. We’ll start working on it within 1 hour and if required and engineer will be dispatched within 4 hours.

Priority 4 – New Request

For example, a new user setup or email account created. We’ll start working on it within 4 hours and if required an engineer will be dispatched within 2 days.