How fast do you respond to IT issues?

Our standard service level for managed clients is a response within 4 business hours, with critical and business-impacting issues prioritised and escalated ahead of routine requests. In practice, most issues get a far quicker response than that — the SLA is the guaranteed backstop, not the average.

Response vs resolution — an important distinction

It is worth being clear about the difference, because it is where a lot of frustration comes from with other providers:

• Response is us being actively on your issue — acknowledging it, diagnosing, and working it. That's the 4-hour target.
• Resolution is it being fully fixed. Most everyday issues are resolved remotely within the same business day, but some problems — a failed server, a complex integration fault — are genuinely involved and take longer to fix properly.

What you can rely on is that we are on it quickly and keeping you informed, rather than leaving you wondering whether anyone is looking.

How prioritisation works

Not every ticket is equal, and treating them as if they were would be the wrong thing to do. A whole office unable to work jumps ahead of a single non-urgent request. We triage by business impact, so the problems that actually cost you money get attention first, and urgent issues go straight to the front of the queue.

For the formal detail, see our response-time SLA and what a 4-hour SLA does and doesn't mean. To experience the difference, call (08) 9325 1196.