Trust and transparency
SLA and support hours
Response targets by priority, what our support hours actually cover, and how out of hours works. Published openly so you can compare us against anyone else before you sign anything.
Response targets by priority
P1 Critical
Production down, data loss risk, or a business critical system unavailable to all users.
- Response
- 15 minutes
- Updates
- Hourly
- Resolution
- Continuous work until service is restored
P2 High
Severe degradation, a failed batch or backup, or a critical function unavailable to a group of users.
- Response
- 1 hour
- Updates
- Every 4 hours
- Resolution
- Same business day resolution or workaround
P3 Medium
A non critical fault, performance issue or single user problem with a workaround available.
- Response
- 4 business hours
- Updates
- Daily
- Resolution
- 3 business days
P4 Low
Requests, questions, minor changes and scheduled work with no service impact.
- Response
- 1 business day
- Updates
- On progress
- Resolution
- Agreed in the service plan
Cover options
Business hours
08:00 to 18:00, Monday to Friday
Standard cover for managed services. Excludes England and Wales bank holidays unless extended cover is contracted.
- Named engineer and account lead
- Ticket, email and phone intake
- Monthly service review
Extended and out of hours
Up to 24/7, 365 days
On call cover for overnight batch, weekend releases and critical production estates. Priced per contract.
- On call rota with escalation path
- Overnight batch and backup monitoring
- Weekend change windows covered
Major incident support
Invoked on P1
For P1 incidents we run a major incident process with a single owner and a clear line of communication.
- Named incident owner
- Bridge call within 30 minutes
- Written post incident review
How we hold ourselves to it
- Response targets measured from the moment a ticket is raised, not when it is picked up
- Escalation path published and shared with your team at onboarding
- Monthly SLA reporting against every target on this page
- No ticket closed without your confirmation that the issue is resolved
FAQ
Support questions, answered
- From when the ticket is logged, by any channel, to when a named engineer responds with acknowledgement and initial assessment. It is not measured from when we happen to open it.
Support
Need cover that matches your risk, not a template?
Tell us your critical windows and we will price cover around them.
What you'll get
- Cover mapped to your batch windows
- Clear escalation path
- Monthly SLA reporting
- No hard sell