Service Levels
Comprehensive IT support with clear priorities and response times to keep your business running smoothly.
Understanding Our Priority System
We make IT support simple with our easy-to-understand priority system
How We Determine Priorities
We look at two key factors to decide how quickly to respond:
Impact
How many people or business functions are affected? A whole department's network being down has a higher impact than a single printer issue.
Urgency
How time-sensitive is the issue? A crashed server during peak business hours is more urgent than a routine software update.
Benefits For Your Business
Fair and Transparent
Clear criteria for how we prioritise your issues
Business-Focused
Priorities aligned with your business needs
Resource Efficient
Most critical issues get immediate attention
Predictable
You know exactly what response time to expect
SLA Priority Levels
P1
Critical Impact
Complete service outage affecting all users or critical business functions - business halted.
P2
High Impact
Partial service outage affecting multiple users or important functions.
P3
Medium Impact
Single user affected or non-critical service degradation.
P4
Low Impact
General enquiries or scheduled maintenance requests.
Tier 1 SLA Contract
24/7 coverage.
Tier 2 SLA Contract
Coverage includes Standard Business Hours, plus weekends - excluding holidays.
Tier 3 SLA Contract
Monday through Friday - Standard Business Hours only (does not include weekends). or holidays.
- * Resolution times are best-effort targets, due to the nature and complexity of some technical issues; actual resolution times may vary.
- Response and resolution times begin at the start of your next contracted service window. For example, a P1 issue reported with a Tier 3 service contract, ten minutes before close, will start its 15-minute response time the start of normal business hours the next working day.
Priority Determination Matrix
Priority Examples
P1 Examples
- Complete network outage
- Server down affecting all users
- Ransomware attack
P2 Examples
- Email service degradation
- Department-wide printer issues
- Slow network performance
P3 Examples
- A user has email issues
- A user cannot access teams
- A problem with a desk phone
P4 Examples
- Laptop is running slow
- Having to type password opening Outlook
- Issue with single browser (others available)
Frequently Asked Questions
Contact our helpdesk via phone, email, or our online portal. Our team will assess the priority and response time of your issue, and respond accordingly.
Please provide as much detail as possible about the issue, including the impact, urgency, and any other relevant details. This will help us to prioritise your request and provide a timely response.
Important: All requests must be submitted via the correct channels, not individual staff members directly!