Our SLA
Most SLAs are a lawyer's document. Ours is a promise: these are the response windows we commit to, how we measure them, and what happens if we miss. Managed plan clients get these in their agreement, word for word.
| Priority | Definition | First response | Resolution target | Escalation |
|---|---|---|---|---|
| Critical | System down, business cannot operate, or active security incident | 4h | Immediate effort, status updates every 2 hours | Director, within 1 hour |
| High | Major function impaired; workarounds are painful | 8h | Same business day | Support lead, within 4 hours |
| Medium | Single user or non-critical function affected | 24h | Next business day | Support lead, within 1 day |
| Low | Nice-to-have, documentation, minor improvements | 72h | Scheduled within the week | Standard queue |
Measured, not felt
Response time is measured from ticket creation (portal, phone or email) to first substantive reply from a technician — not an auto-reply.
Business hours basis
Clocks run 8:30am–05:30pm AEDT, Mon–Fri. Critical tickets for managed clients include after-hours response, and the clock runs 24/7 for active incidents.
Strategic technology check-ins
Your technology should scale with your business. We provide clear monthly summaries of your network health and schedule regular strategy reviews to ensure your systems support your future goals.
SLA priorities at a glance
Low: 72h · Medium: 24h · High: 8h · Critical: 4h — first response, business hours.