Service Level Agreement
Our SLA defines the response times, coverage hours, and escalation procedures you can expect as a Britannia IT managed support client. We hold ourselves accountable to these commitments.
Response & Resolution Times
All support tickets are assigned a priority level based on business impact. Response and resolution targets vary by priority.
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete business outage. Server down, all users affected, no workaround available. | 30 minutes | 4 hours |
| P2 - High | Major service degradation. Key system unavailable, multiple users affected, limited workaround. | 1 hour | 8 hours |
| P3 - Medium | Single user or non-critical system affected. Workaround available but productivity impacted. | 4 hours | 24 hours |
| P4 - Low | Minor issue, request for information, or scheduled work. No immediate business impact. | 8 hours | 5 working days |
Complete business outage. Server down, all users affected, no workaround available.
Response
30 minutes
Resolution
4 hours
Major service degradation. Key system unavailable, multiple users affected, limited workaround.
Response
1 hour
Resolution
8 hours
Single user or non-critical system affected. Workaround available but productivity impacted.
Response
4 hours
Resolution
24 hours
Minor issue, request for information, or scheduled work. No immediate business impact.
Response
8 hours
Resolution
5 working days
Coverage Hours
Support coverage tailored to your business needs, from standard business hours to 24/7 emergency cover.
Standard Support Hours
Monday to Friday, 08:00 - 18:00
Full helpdesk support, remote and on-site engineers available during standard business hours. Bank holidays excluded.
Extended Support Hours
Monday to Friday, 07:00 - 20:00
Extended coverage for businesses that operate outside standard hours. Available as an add-on to managed support contracts.
Out-of-Hours Emergency
24/7/365
Emergency support for P1 critical issues outside standard hours. Available to all managed support clients at no additional charge.
Escalation Procedures
We have a clear escalation path to ensure critical issues receive the attention and resources they need.
Helpdesk Engineer
Immediate
Your ticket is assigned to a helpdesk engineer who will diagnose and resolve the issue. Most issues are resolved at this level.
Senior Engineer
If unresolved after 2 hours (P1/P2)
Escalated to a senior engineer with specialist knowledge. Additional resources and vendor support engaged as needed.
Technical Director
If unresolved after 4 hours (P1) or 8 hours (P2)
Escalated to the Technical Director who takes ownership and coordinates all resources needed for resolution.
Managing Director
If unresolved after 8 hours (P1)
Escalated to the Managing Director for executive oversight. Client management notified and recovery plan communicated.
Service Exclusions
- Issues caused by third-party software not covered under the support contract.
- Hardware failures on equipment not covered or past end-of-life.
- Issues arising from unauthorised changes made by the client to supported systems.
- Connectivity issues caused by the client's ISP or third-party network providers.
- Force majeure events including natural disasters, power outages, and civil unrest.
Service Credits
If we fail to meet our response time commitments for P1 or P2 tickets on three or more occasions within a calendar month, you may be entitled to a service credit. Service credits are calculated as a percentage of your monthly support fee and are capped at 25% of the monthly contract value. Claims must be submitted in writing within 30 days of the month in which the breach occurred.
Reporting & Review
All managed support clients receive monthly service reports detailing ticket volumes, response times, resolution times, and SLA compliance metrics. Quarterly service review meetings are included to discuss performance, upcoming projects, and strategic IT planning.
Questions About Our SLA?
Contact us to discuss our service level commitments and how we can tailor support to your business requirements.