Service Level Agreement (SLA)

Our Service Level Agreement (SLA) for Business Working Hours is
8:30am to 5pm MondayFriday (excluding statutory holidays)

Guaranteed SLAs

  • If you have an issue whereby your entire business is impaired and your staff are seriously affected, then we will guarantee to respond to you within 2 hours
  • If you have an issue which affects just one person, and isn’t considered to have an effect on overall business, then we will guarantee to respond to you within 4 hours

Change Requests & Fulfilment

  • Scheduled work for change requests and fulfilment are to be confirmed and dealt with on a case-by-case basis and are not subject to an SLA
  • We will endeavour to respond to your change requests and fulfilment queries as quickly as possible

After Hours Support

  • After hours support is available with a priority service agreement. Contact Us for more information