01—Service-level agreement
Four priority tiers. Clear targets. No surprises.
All support requests are classified at the time of logging. Response and resolution times are measured during business hours (Mon–Fri, 09:00–17:00).
- P1
Critical · service down
Complete loss of a business-critical service or system affecting all or most users.
e.g. Server down · internet outage · total email failure · security breach
First response
15 minutes
Target resolution
4 business hours
- P2
High · major impact
Significant disruption to a core business function affecting multiple users or a key individual.
e.g. Shared drive inaccessible · VPN failure · application crash for a department
First response
1 business hour
Target resolution
8 business hours
- P3
Medium · single user
Single user impacted with a workaround available, or a non-urgent issue affecting productivity.
e.g. Printer not working · software error · slow device · email config issue
First response
2 business hours
Target resolution
2 business days
- P4
Low · request
General requests, minor queries, or scheduled tasks with no immediate business impact.
e.g. New user setup · software install · IT advice · hardware procurement · drop-off
First response
4 business hours
Target resolution
5 business days
FootnoteResolution times are targets based on standard complexity. Where third-party vendors or hardware parts are involved, we communicate revised timelines and keep you updated. Device repair turnaround is provided separately at intake.