Managed IT - Service Level Agreement

Overview 

As a reflection of our high standards for all customers, our Service Level Agreement has standardised response times to IT issues, along with standardised hours of cover. These response times and priorities should be read in conjunction with the terms and conditions for our Managed IT Service. 

Bespoke SLA 

We can provide a bespoke SLA with extended hours of cover, alternative response times and changed priorities, based on your specific requirements.  Feel free to contact us to find out more. 

Hours of service  

The standard hours for our Service Desk are Monday to Friday, 8am to 6pm (GMT/BST), excluding public holidays. 

Our remote monitoring services run 24x7x365 and any incidents are flagged for the attention of our Service Desk team. 

The SLA response times only apply during the agreed hours of services. 

First-time fix policy 

Our first-time fix policy applies to all managed services customers. We aim to resolve the majority of issues the first time you get in touch, whether that’s over the phone, via email or live chat. 

Issue handling  

For all issues, whether fixed on the first call or where further investigation is required, we work to defined response times for issues, based on two factors: 

• Impact – generally measured in number of users affected or IT systems involved 
• Urgency – generally measured by the speed of an expected response  

We aim to follow best practice when assigning the priority to tickets, using the impact, urgency and priority matrix shown below. 

Priorities and response times 

The target response times for issues are shown below, along with examples of types of issues that will fall into each category. 

Target response times 

Our target response times are the maximum amount of time we expect to provide a response, to confirm who is assigned to the ticket and to provide details on the next steps towards providing a resolution. 

Real-world priority examples 

Our team are provided with internal guidelines to ensure our definition of impact and urgency is consistent. Some examples of these are included below.  

P1 – these normally affect all your users and examples include a cloud service outage, a business critical application failure or a failure with on-site infrastructure.  

P2 – these normally affect at least 30% of users and examples include a partial cloud service outage or partial failure of infrastructure 

P3 – these normally have minor service impact and affect a limited number of users 

Request for changes and quotes 

Requests for changes (such as new users being added to the system) and requests for quotes fall outside of the scope for target response times but will generally be handled as P3. 

Monitoring and reporting response times 

Response times are delivered as a good faith effort to provide an initial response to all issues. We monitor all tickets and generate monthly reports to help improve and refine our service.