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Service Level Agreements
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Cyber Security
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Cloud Solutions
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Service Desk
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Managed Services
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.
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.
• 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.
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.
Again, roughly speaking, this relates to how disruptive the incident is, e.g.
| 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 |
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.
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 |
The following are exceptions to our priorities and timers in the above matrix:
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.
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.
Managed Services are not just about fixing things when they break; but about monitoring your infrastructure and putting tools in place.
We are your IT support team and with a Service Level Agreement in place we will manage your IT expectations.
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.
Our team are very well trained and highly certified, whose goals are to give our clients the best support and execute the newest technology.
Ensure your business is managed with IT services. We offer tools, support and solutions that will help you save money and increase efficiency.
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.
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.
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.
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.
It’s vital that we can provide an expert Projects Team. Examples include Cloud Migrations, Security setups and Telephony implementations.
Based on enhancing your IT Infrastructure
and providing the dedicated monitoring and
management that your IT Systems deserve