How we support you
Service levels and support tiers
Our response times, resolution targets and uptime commitments, set out so you know what to expect when you log a ticket.
Indicative standards. The targets below reflect our standard managed-services model. Your final, contractually binding SLA (including any custom uptime guarantees and service credits) is agreed in your Master Services Agreement / Statement of Work.
Priority response and resolution targets
We give every ticket a priority based on its impact on your business. P1 response targets depend on your support tier (see below). P2–P4 targets apply to all tiers and are measured in business hours unless you are on the Enterprise tier.
| Priority | Definition | Response target | Resolution / workaround target |
|---|---|---|---|
| P1 (Critical) | Business-down; a critical service, site or security incident is unavailable | Essential: 1 hour Business: 30 minutes Enterprise: 15 minutes, 24/7 | 4 hours (business hours; around the clock for Enterprise) |
| P2 (High) | Major impairment; a key function is degraded with no workaround | 1 hour | 8 business hours |
| P3 (Normal) | Limited impact; issue affects a user or has a workaround | 4 business hours | 2 business days |
| P4 (Low) | Requests, questions, scheduled changes | 1 business day | As scheduled |
Availability commitments
| Service | Target uptime | Measurement |
|---|---|---|
| Managed network core | 99.9% | Monthly, excluding scheduled maintenance |
| VSAT / satellite link | 99.5% | Monthly, subject to carrier & weather |
| Managed cloud & hosting | 99.9% | Monthly, excluding scheduled maintenance |
| SOC monitoring (Enterprise and managed-security clients) | 24 / 7 / 365 | Continuous coverage |
Support tiers
Essential
Small teams & single sites
- Business-hours helpdesk (Mon–Fri, 8:00 AM – 6:00 PM GMT)
- Remote support & monitoring
- Patch & antivirus management
- P1 response within 1 hour
- Monthly health summary
Business
Growing organisations
- Everything in Essential
- Priority helpdesk & on-site visits
- Proactive network & endpoint monitoring
- Backup & disaster-recovery management
- P1 response within 30 minutes
- Quarterly technology review
Enterprise
Multi-site, critical operations
- Everything in Business
- 24/7 SOC monitoring & incident response
- Custom uptime SLA with service credits
- Dedicated account & escalation manager
- P1 response within 15 minutes, 24/7
- vCIO / strategic advisory