What is your response-time SLA?

For regular managed clients, our standard service level is a response within 4 business hours. Critical and business-impacting issues are prioritised and escalated ahead of routine requests, so the things that actually hurt get attention first.

The SLA is a backstop, not the average

In practice, most issues get a much quicker response than four hours — the SLA is the guaranteed maximum, the commitment you can rely on, not a description of how long you'll typically wait. Day to day, our Perth helpdesk is far more responsive than the number on paper.

Response is not resolution

A response target is deliberately different from a resolution time. The 4 hours is our commitment to be actively working your issue — diagnosing and progressing it — not a promise that every problem is fully fixed within four hours, because some genuinely aren't (a failed server or a complex fault takes as long as it takes to fix properly). For more on that distinction, see does a 4-hour SLA mean my issue is resolved in 4 hours?

How prioritisation works

Not all issues are equal. A whole office unable to work is treated very differently from a single non-urgent request, so the most urgent, business-affecting problems jump straight to the front of the queue. If you need guaranteed cover outside standard hours, we can arrange that too — see our after-hours support FAQ, or call (08) 9325 1196.