Priority one
1 hour
Something that stops the business trading.
- No internet
- A dead server
- Email down for everyone
- A site with no phones
SERVICE LEVELS ยท SOUTH WALES
Targets we put in the contract, not the brochure
One hour to respond to a site outage, four hours for a single user unable to work, next working day for everything else. Written into your agreement and reported monthly so you can hold us to it.
The three priorities
What each one means, and what it buys
The target is time to respond: an engineer actually on it, not a ticket number emailed back automatically. Every one of these is written into your agreement.
Priority two
4 hours
One person unable to work while everyone else carries on.
- A laptop that will not boot
- A mailbox that will not open
- Locked out of the main application
Priority three
Next day
Everything else, answered the next working day.
- A request
- A question
- A minor fault with a workaround
The honest version
Respond, not resolve
We commit to response times rather than resolution times, and it is worth saying why. A failed drive with a next-day warranty cannot be resolved in an hour by anyone, and a provider promising otherwise is either not reading its own contract or hoping you will not.
So the target is the response. What that buys you is on the right, and all three are checkable.
An engineer on it inside the target
A person looking at the fault, not an automated acknowledgement with a reference number.
Told what is actually happening
Including when the answer is that a part is on order and Thursday is the earliest it moves.
An honest estimate rather than silence
The thing people complain about is never the fault. It is not knowing.
Reported monthly
Tickets raised, tickets closed, targets met and missed. Including the misses, because a provider that only reports its good months is not reporting. Every agreement runs on thirty days notice, so that report is the thing that keeps us honest.
Out of hours, said plainly
Standard cover is Monday to Friday, 9am to 5pm, and a fault raised at 7pm is picked up the next working morning. We would rather tell you that than let you assume otherwise. Cover outside those hours is an add-on, and it is included on the top tier.
Questions
Common questions
What counts as a priority one?
Something that stops the business trading: no internet, a dead server, email down for everyone, or a site with no phones. Targeted at one hour to respond.
Why response times and not fix times?
A failed drive with a next-day warranty cannot be fixed in an hour by anyone. We commit to an engineer being on it inside the target and to telling you honestly what is happening.
Do you report on whether you hit them?
Every month, including the misses. A provider that only reports its good months is not reporting.
What are your hours?
Monday to Friday, 9am to 5pm. Out-of-hours cover is an add-on and is included on the top tier.
What happens if you keep missing targets?
You leave. Every agreement runs on thirty days notice, which is deliberate: it is the only guarantee that actually means anything.
A free review, and an honest answer
An hour of our time, on site. You get a written list of what is fine, what is risky and what is costing you money. If everything is healthy, we will tell you that and leave you to it.