Our SLAs
Every Support ticket is triaged and assigned a priority that determines the Service Level Agreement (SLA) that applies to it.
| PRIORITY | EXAMPLES | G'TEED 1st RESPONSE TIME | OUR TARGET |
|---|---|---|---|
| Critical | Your Main Server is offline and all users are unable to work. | 1 Hour | 15 Minutes |
| One of your Network Switches has failed and stopped half the company from working. | |||
| A VPN link between 2 x offices is offline causing one office to be unable to work. | |||
| High | Your Internet Connection is offline, users can still work locally | 2 Hours | 30 Minutes |
| Your CEO’s computer has stopped working | |||
| Your main Accounting Software has stopped working | |||
| Medium | A user’s desktop won’t turn on so they can’t work | 4 Hours | 1 Hour |
| One of the main printers is not working, but users can print to another one | |||
| A user is having problems connecting to the Wireless network | |||
| Low | Printing is slower than normal | 8 Hours | 2 Hours |
| A single user is unable to scan | |||
| A user needs a program installed on their PC | |||
| No Priority | Pro-Active maintenance of systems | N/A | N/A |
If you need a ticket bumped to "Critical" priority, we can do this for a one-off fee. Check our pricing page.
Exclusions
There are some circumstances where our SLAs do not apply.