Support Model - Response Times

Our 'Response Time Commitment' provides a minimum performance guarantee for our clients.

This is not a performance target. In practice, calls are picked up straight away by our dedicated Help Desk and immediate action is taken to try to resolve any issues as quickly as possible.

	Over 85% of support calls can be resolved remotely via a secure Internet connection. The ability to rectify problems remotely means we can respond rapidly to minimise any disruption to your business.
	We undertake to respond to all of your requests within 4 hours, however, urgent issues will be dealt with immediately. Requests can either be sent to us by email or you can contact us by phone.
	For issues, which cannot be resolved remotely, we undertake to have an engineer onsite within 8 working hours.

Some businesses are more technology dependent than others while some IT systems are more mission critical than others. In order to deliver the continuity and resilience you need, we offer Bespoke Rapid Response Service Level Agreements to suit your business and budget. 

to request a call back to discuss what a bespoke SLA could deliver and how much it would cost.