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Service Level Agreements (SLAs) essentially represent our promise to deal with your ICT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support and that you can have confidence in us.

The Basics

Our SLAs depend on the agreed hours cover and the priority of your issue or request. We can provide bespoke SLAs to suit your needs – extended hours of cover (24x7x365, weekends, public holidays), different speeds of response, priority, or cover for different types of equipment.

24/7 Service Level Agreements

Standard Hours of cover

While many clients have extended and out-of-hours of support, our standard cover runs from 7:30 am to 6:30 pm (GMT/BST), from Monday to Friday, but excluding public holidays.

Our monitoring service runs 24x7x365 and major issues are dealt with by our out-of-hours incident team regardless of your cover, and you can elect to increase cover for critical systems if you wish.

Our SLA timers run only during your agreed hours of cover.

24/7 Service Level Agreements
24/7 Service Level Agreements
Working out Priorities
How we work out priorities

Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us.

Priority is based on two factors: urgency and impact.


Roughly, this is how many people are affected by the incident, e.g.

  • LOW – one person or small group of people affected
  • MEDIUM – department or large group of people affected
  • HIGH – whole organisation is affected


Again, roughly speaking, this relates to how disruptive the incident is, e.g.

  • LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
  • MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
  • HIGH – the issue is critical and one or more major business processes are stopped

We then apply our priority matrix as follows:
  HIGH Urgency MEDIUM Urgency LOW Urgency
HIGH Impact Priority 1 Priority 1 Priority 2
MEDIUM Impact Priority 1 Priority 2 Priority 3
LOW Impact Priority 2 Priority 3 Priority 4
24/7 Service Level Agreements

Overriding our priorities

We aim to be flexible and recognise that sometimes there are extenuating circumstances. Perhaps the issue affects your customers, or key staff are having issues with a critical project with an impending deadline.

Our technicians are able to override our standard priority assessment where there is good reason, if you have made us aware of it.

24/7 Service Level Agreements
24/7 Service Level Agreements
Why work with us
4-Star Accredited Service Desk

Industry Leading Systems & Tools

Fully reference backed

SDI, ITIL, ISO Best Practice

Certified & Experienced Team

Your Strategic IT Partner

The clock is ticking...

We have various clocks (timers) running on every ticket you raise, though most of our clients are only interested in two of them (“respond within” and “resolve within”). These timers represent maximums – we generally come well within these time limits.
In certain circumstances we will put a clock on hold – for example when we are awaiting a response from you with further information or an approval for work that may have a temporary impact on you or your business.

“Respond within…”
This is the maximum amount of time (within your hours of cover) that it should take us to get back to you, and confirm who is dealing with your ticket – you get to speak to a trained technical expert straight away, rather than a recorded menu system or a call-logger.

“Resolve within…”
This is the one that everyone is really interested in: the maximum time it should take to get everything up and running.

Respond Within Respond Within Resolve Within
Priority 1 1 working hour 4 working hours
Priority 2 1 working hour 8 working hours
Priority 3 2 working hours 16 working hours
Priority 4 2 working hours 24 working hours
Priority 5 8 working hours 40 working hours
Some examples of priorities
  • Priority 1 – nobody can send or receive emails (everyone is affected, and a major business process is stopped)
  • Priority 2 – Internet access for the whole company seems slower than usual (everyone is affected, and efficiency is degraded)
  • Priority 3 – After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
  • Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected)
  • Priority 5 – Someone is missing the shortcut everyone has to a shared folder, though they can save files to it by manually navigating to the folder (there’s a straightforward workaround, and only one person is affected)
Other exceptions to our priorities

The following are exceptions to our priorities and timers in the above matrix:

  • Paid workshop repairs – very often we’re dependent on supply of parts or arrangements with you for collections and returns, so we usually allocate a priority of 5 for these jobs.
  • Quotes – we have no timers on these requests, but we do our best to be prompt and keep you fully up to date.
  • Low priority admin requests – these have response times that match priority 4 but a resolve time of a priority 5. Generally we get plenty of advance notice and these requests are not urgent.
Our response and customer satisfaction


Client Satisfaction


Tickets Response in 1hr


Same Day Fix




Fixed on First Call


Calls Answered in 3 Rings

What Sets Us Apart?
We’re A Cost-effective MSP
We’re A Cost-effective MSP

We let you know when existing technology becomes outdated and no longer cost effective. We offer a diverse range of expertise for a fixed monthly fee.

Strategic IT Planning Support
Strategic IT Planning Support

Your Account Manager will be there to ensure the your planned tailored strategies are put in place for your enterprise. Meetings will be held regularly.

We Provide Preventative IT Support
We Provide Preventative IT Support

Managed Services are not just about fixing things when they break; but about monitoring your infrastructure and putting tools in place.

Managed IT vs. Outsourcing
Managed IT vs. Outsourcing

We are your IT support team and with a Service Level Agreement in place we will manage your IT expectations.

Account Manager
Account Manager

You’ll get a dedicated Account Manager who will help you with an IT Strategy document and review it every few months at a quarterly basis.

Certified & Trained Team
Certified & Trained Team

Our team are very well trained and highly certified, whose goals are to give our clients the best support and execute the newest technology.

Services for all Businesses
Services for all Businesses

Ensure your business is managed with IT services. We offer tools, support and solutions that will help you save money and increase efficiency.

Help Desk
Help Desk

Our helpdesk line goes directly through to a team of engineers, so you don’t have to log or call or ticket to get through to someone.

Our Response Time
Our Response Time

A key indictor is how quickly we respond to you, we boast a 95% ticket response time in under an hour with 91% same day fix.

Phone Call Response
Phone Call Response

Another factor is our response on phone calls, we boast a 92% fix on first calls together with 88% on calls answered in 3 rings.

Business Continuity & Safety
Business Continuity & Safety

Not only we will help with day to day issues, but can help ensure you’re protected against the unthinkable – entire network failure or hacks.

Project Consultancy
Project Consultancy

It’s vital that we can provide an expert Projects Team. Examples include Cloud Migrations, Security setups and Telephony implementations.

Fixed Priced Managed IT Services

Based on enhancing your IT Infrastructure
and providing the dedicated monitoring and
management that your IT Systems deserve

  • Unlimited IT Support – 24/7
  • Proactive Infrastructure Monitoring – 24/7
  • Dedicated Account Management
  • Quarterly Business Reviews
  • New Technology Recommendations
  • 3 years Cloud Roadmap IT Strategy Document
  • Managed Security
  • Managed Backup
  • Managed Asset Database
  • Managed Procurement Service
Get a complimentary consultation about our 24/7 Service Level Agreements
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