Does a 4-hour SLA mean my issue is resolved in 4 hours?

No — and this is an important distinction that a lot of providers gloss over. The 4 business hours is a response target, not a guaranteed resolution time.

Response vs resolution

• Response means we are on your issue — acknowledging it, diagnosing, and actively working it. That's what the 4-hour SLA guarantees (and we usually beat it comfortably).
• Resolution means it's fully fixed. How long that takes depends entirely on the problem.

Why resolution times genuinely vary

IT problems are not all the same size. Some are resolved in minutes — a password reset, a printer, a setting. Others are involved: a failed server needing rebuild and restore, a complex integration fault between two systems, or a hardware failure waiting on a replacement part. Promising a fixed "everything solved in 4 hours" would be dishonest, because it simply isn't true of complex faults — and any provider who claims otherwise is overselling.

What you can actually rely on

What we can promise is that we'll be on your issue quickly, keep you informed on progress rather than leaving you in the dark, and prioritise by business impact so urgent problems go first. In day-to-day reality, most everyday issues are resolved remotely within the same business day. It's the combination of a fast response and honest communication — not an unrealistic resolution promise — that makes support feel reliable. See our full response-time SLA, or call (08) 9325 1196.