How we measure up
SLA matrix for client proposals
Response targets sit in the contract. Misses trigger automatic service credits. Performance is reported every month.
What we commit to
- Security incidents are always P1, regardless of how many users are affected.
- Service credits are automatic — you never need to claim them. Credits appear on the next invoice.
- SLA reporting starts month two after onboarding, covering response, first-time-fix and CSAT.
Priority at a glance
| Priority | Example | Response band |
|---|---|---|
| P1 Critical | Server outage, ransomware | 15–60 min |
| P2 High | Department offline, email down | 1–4 hrs |
| P3 Medium | Single laptop fault | 4 hrs–1 day |
| P4 Low | New-starter setup | 1–2 days |
Incident priority matrix
Response targets by plan
| Priority | Definition | Foundation | Professional | Fully Managed | Resolution target |
|---|---|---|---|---|---|
| P1 Critical | Business-stopping | 1 hour | 30 minutes | 15 minutes | 4 hrs (Tier 3) / 8 hrs (Tier 2) |
| P2 High | Major function degraded | 4 hours | 2 hours | 1 hour | 1 business day |
| P3 Medium | Single user affected | 1 business day | 4 hours | 4 hours | 2 business days |
| P4 Low | Scheduled or routine | 2 business days | 1 business day | 1 business day | 5 business days |
Service credits
We pay when we miss
Credits are calculated from your daily fee and capped as a percentage of the monthly fee.
| Tier | Missed P1 | Missed P2 | Maximum monthly credit |
|---|---|---|---|
| Foundation | 1 day's fee | 0.5 day's fee | 10% of monthly fee |
| Professional | 1 day's fee | 0.5 day's fee | 15% of monthly fee |
| Fully Managed | 1 day's fee | 0.5 day's fee | 20% of monthly fee |
KPI reporting
What we report every month
| KPI | Target | Reported |
|---|---|---|
| P1 SLA attainment | ≥95% (Foundation) / ≥98% (Pro & Full) | Monthly |
| P2–P4 SLA attainment | ≥95% | Monthly |
| First-time-fix rate | ≥75% | Monthly |
| Average call answer time | <60 seconds | Monthly |
| Ticket reopen rate | <8% | Monthly |
| Customer satisfaction (CSAT) | ≥90% | Monthly |
| Critical patch deployment (14 days) | 100% | Monthly |
Want this SLA in your contract?
Request a quotation and we'll map the right plan to your risk profile.