SLA

Service Level Agreements

Service Level Agreements (SLAs) define how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide.

The Basics

Service Level Agreements (SLAs) are our promise to deal with your ICT issues and support 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. We can provide extended hours of cover (24x7x365, weekends, public holidays), with different speeds of response, priority or cover for different types of equipment. Just ask!.

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.

We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong.

Priority is based on two factors: severity and impact.

Severity

Roughly, this is how many people are affected by the incident:

LOW – one person or small group of people affected

MEDIUM – department or large group of people affected

HIGH – whole organisation is affected

Impact

Again, roughly speaking, this relates to how disruptive the incident is:

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

IMPACT LOW SEVERITY MEDIUM SEVERITY HIGH SEVERITY
High Priority 3 Priority 2 Priority 1
Medium Priority 4 Priority 3 Priority 2
Low Priority 5 Priority 4 Priority 3

The Goal Percentage

Sometimes, and despite our best efforts, there are extenuating circumstances that mean the time limit is breached. This is exceptionally rare but just to cover this we set a target “goal %”.

This is how many of your tickets we promise to achieve within the time limits. To date we are well above these targets for all our clients, of course.

PRIORITY TYPE RESPOND WITHIN… PLAN WITHIN… RESOLVE WITHIN… GOAL %
Priority 1 1 hour 4 hours 8 hours 95%
Priority 2 1 hour 4 hours 8 hours 95%
Priority 3 1 hour 8 hours 16 hours 95%
Priority 4 2 hour 8 hours 16 hours 95%
Priority 5 8 hour 16 hours 40 hours 95%
Low Priority Admin 2 hour 8 hours 40 hours 95%

Get In Touch

Ask us if you have any questions or concerns

FAQ’s

Frequently Asked Questions…

A service level agreement (SLA) is a contract between a service provider and customer that establishes the type and quality of services to be provided.

Customer, internal, and multilevel service-level agreements are the three basic kinds of SLAs. A customer service-level agreement is a contract between a service supplier and its external customers.

Customer-based SLAs, Service-based SLAs, and Multi-level SLAs are the three types of SLA in ServiceNow.

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