Service Levels

Comprehensive IT support with clear priorities and response times to keep your business running smoothly.

P4 P3 P2 P1 Impact Urgency

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

Important:
These priority levels apply to incident response and resolution only. New service requests (such as setting up new users, installing software, or configuring printers) are not covered under these SLAs and should be scheduled separately.

P1

Critical Impact

Complete service outage affecting all users or critical business functions - business halted.

Response:
1 Hour
Updates:
Hourly
Resolution: *
4 hours

P2

High Impact

Partial service outage affecting multiple users or important functions.

Response:
2 hours
Updates:
4 Hours
Resolution: *
1 Day

P3

Medium Impact

Single user affected or non-critical service degradation.

Response:
1 Day
Updates:
-
Resolution: *
2 Days

P4

Low Impact

General enquiries or scheduled maintenance requests.

Response:
2 Days
Updates:
-
Resolution: *
5 Days

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

High Urgency
Medium Urgency
Low Urgency
High Impact
P1
P2
P3
Medium Impact
P2
P3
P4
Low Impact
P3
P4
P4
P1 Critical
P2 High
P3 Medium
P4 Low

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!

We provide 24/7 support for P1 issues. Standard support hours are Monday to Friday, 9:00 AM to 5:30 PM for all other priorities.

Yes, priority levels can be escalated or de-escalated based on the changing impact and urgency of the issue.

Got Questions?

Find quick answers to common IT support questions

How quickly can you respond to IT issues?

While many companies claim a 15-minute response, we guarantee a one-hour response time for urgent issues. This realistic timeframe allows our expert team to mobilise properly and arrive fully prepared to diagnose and resolve the problem efficiently - ensuring quality support rather than a rushed service.

How long has Sheridan Computers been established?

We've proudly been established for over 15 years. Our enduring presence in the IT industry is a testament to our commitment to quality, innovation, and reliable service. We’re here for the long haul, continuously evolving to meet the needs of our customers today - and in the future.

IT Emergency?

24/7 emergency IT support available for existing clients

Help & Support
Standard Support Hours

Monday - Friday 8:00 - 17:00
Saturday Closed
Sunday Closed
Other Ways to Reach Us
24/7 Emergency Support

Critical issues? Our emergency team is available 24/7 for existing clients.

Emergency Support Line