SLAs

Service Level Agreements (SLAs) essentially represent our promise to deal with your ICT issues and requests within a given time frame.

They show that we have an efficient and mature process for providing IT support and that you can have confidence in us.

The Basics

Our SLAs depend on the agreed hours cover and the priority of your issue or request.

We can provide bespoke SLAs to suit your needs – extended hours of cover (24x7x365, weekends, public holidays), different speeds of response, priority, or cover for different types of equipment. Just ask!

Remote Working

Standard Hours of cover

  • While many clients have extended and out-of-hours of support, our standard cover runs from 7:30 am to 6:30 pm (GMT/BST), from Monday to Friday, but excluding public holidays for England.
  • Our monitoring service runs 24x7x365 and major issues are dealt with by our out-of-hours incident team regardless of your cover, and you can elect to increase cover for critical systems if you wish.
  • Our SLA timers run only during your agreed hours of cover.

How we work out priorities

Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us.

We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong.

Priority is based on two factors: urgency and impact.

Urgency

Roughly, this is how many people are affected by the incident, e.g.

  • LOW – one person or small group of people affected
  • MEDIUM – department or large group of people affected
  • HIGH – whole organisation is affected
Impact

Again, roughly speaking, this relates to how disruptive the incident is, e.g.

  • LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
  • MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
  • HIGH – the issue is critical and one or more major business processes are stopped

We then apply our priority matrix as follows:

HIGH Urgency MEDIUM Urgency LOW Urgency
HIGH Impact Priority 1 Priority 1 Priority 2
MEDIUM Impact Priority 1 Priority 2 Priority 3
LOW Impact Priority 2 Priority 3 Priority 4

In our experience most issues fall into priority 3, so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request.

Overriding our priorities

We aim to be flexible and recognise that sometimes there are extenuating circumstances. Perhaps the issue affects your customers, or key staff are having issues with a critical project with an impending deadline.

Our technicians are able to override our standard priority assessment where there is good reason, if you have made us aware of it.

The clock is ticking

We have various clocks (timers) running on every ticket you raise, though most of our clients are only interested in two of them (“respond within” and “resolve within”).

These timers represent maximums – we generally come well within these time limits.

In certain circumstances we will put a clock on hold – for example when we are awaiting a response from you with further information or an approval for work that may have a temporary impact on you or your business.

“Respond within…”

  • This is the maximum amount of time (within your hours of cover) that it should take us to get back to you, and confirm who is dealing with your ticket – you get to speak to a trained technical expert straight away, rather than a recorded menu system or a call-logger.

“Resolve within…”

  • This is the one that everyone is really interested in: the maximum time it should take to get everything up and running.
Respond Within Respond Within Resolve Within
Priority 1 1 working hour 4 working hours
Priority 2 1 working hour 8 working hours
Priority 3 2 working hours 16 working hours
Priority 4 2 working hours 24 working hours
Priority 5 8 working hours 40 working hours

Some examples of priorities

  • Priority 1 – nobody can send or receive emails (everyone is affected, and a major business process is stopped)
  • Priority 2 – Internet access for the whole company seems slower than usual (everyone is affected, and efficiency is degraded)
  • Priority 3 – After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
  • Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected)
  • Priority 5 – Someone is missing the shortcut everyone has to a shared folder, though they can save files to it by manually navigating to the folder (there’s a straightforward workaround, and only one person is affected)

Other exceptions to our priorities

The following are exceptions to our priorities and timers in the above matrix:

  • Paid workshop repairs – very often we’re dependent on supply of parts or arrangements with you for collections and returns, so we usually allocate a priority of 5 for these jobs.
  • Quotes – we have no timers on these requests, but we do our best to be prompt and keep you fully up to date.
  • Low priority admin requests – these have response times that match priority 4 but a resolve time of a priority 5. Generally we get plenty of advance notice and these requests are not urgent.

Why work with us

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Service Delivery KPIs

How we performed in October 2020

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Service Desk Tickets Opened
Air IT support tickets resolved
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Service Desk Tickets Resolved
Same day resolution Air IT support
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Same Day Resolution
Air IT support SLAs met
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SLAs Met
customer satisfaction Air IT support
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Customer Satisfaction

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