What are your Service Level Agreements (SLA)?

Service Level Agreements (SLAs) set clear, industry-standard response targets based on the severity of an issue. They’re included in the contract and can be reported on, but they’re only the baseline. Day-to-day, the bigger difference is helpdesk freshness (ticket momentum) and making sure support feels like something done for you, not to you.
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SLA
Issue Severity Response Time Escalation
Everyone in the business cannot access the majority or all of the computer systems, such as a server crash, complete network failure, or internet outage. 1 2 Hours Immediate
Single service failure such as email has stopped working for everyone in the business. No one can access the documents and files off the office server.  2 4 Hours 2 Hours
Fault that only effects one member of staff, for example Word has crashed and now won’t open.  3 8 Hours NA
Non – critical errors, changes to printers, questions, proposals, new equipment installations etc.  4 16 Hours NA

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Why SLAs aren’t the whole story

Clients don’t actually want “a 2-hour response”. They want: clarity, progress, and confidence the right fix is happening.

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1) Helpdesk freshness (ticket momentum)

An SLA can be met with a quick reply. Our Helpdesk Freshness Percentage is better because it seeks out tickets that might be missed and lacking love!

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2) Doing something for you, not to you

Support shouldn’t feel like box-ticking. The goal is a better outcome and a better experience: clear communication, sensible decisions, and practical progress, not just activity.

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