Our Support Service

Level Agreement

Service Level Agreement

MONDAY TO FRIDAY 8:30AM TO 5:30PM

All calls will be responded to immediately and first line diagnostics will attempt to resolve at the time of the call. Out of hours IT support is available as an ad-hoc or unlimited-use service contact a member of the team for more details. On-site Service Level Agreements are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.

FATAL SEVERITY LEVEL SLA

Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 4 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A

SEVERE SEVERITY LEVEL SLA

Significant degradation – large number of users or critical functions affected.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 9 hours

Out of Hours

Tel: 2 hours

Email: N/A

Ticket: N/A

MEDIUM SEVERITY LEVEL SLA

Limited degradation – limited number of users or functions affected. Business processes can continue.

Response Time

Tel: 30 mins

Email: 2 hours

Ticket: 2 hours

On-Site: 18 hours

Out of Hours

Tel: 4 hours

Email: N/A

Ticket: N/A

MINOR SEVERITY LEVEL SLA

Small degradation – few users or one user affected. Business processes can continue.

Response Time

Tel: 1 hour

Email: 4 hours

Ticket: 4 hours

On-Site: 27 hours

Out of Hours

Tel: 8 hours

Email: N/A

Ticket: N/A

All calls will be responded to immediately and first line diagnostics will attempt to resolve at the time of the call.

We would request that any Fatal, Severe or Out of Hours faults be initially reported by telephone to ensure the fastest possible response.

On-site SLA’s are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.

Out of hours support is charged over and above the standard agreement on an ad-hoc basis (outside of SLA), or can added to the agreement in blocks of hours, or on an unlimited basis.