SLA & support
Support contracts with a clock on them — not best effort.
Two managed IT models. Both include monitoring, patching and a documented escalation path. The difference is how fast we are obliged to move and who is awake when it happens.
Live NOC status
99.94%
Rolling 12-month availability across contracted estates.
Basic SLA
5 Tickets Free Each Deal
4-hour SLA response time
- Business hours helpdesk (Sun–Thu)
- Remote support for users and servers
- Monthly backup verification checks
- Patch management windows
- Quarterly asset and licence report
Most contracted
Standard SLA
5+ Tickets Free Each Deal
15-minute emergency SLA response
- Dedicated on-call engineer, named in contract
- Real-time threat monitoring and alert triage
- Unlimited priority incidents, day or night
- Tested restore drills, twice yearly
- Monthly uptime and security posture review
- Proof of Concept before you commit
| Term | BASIC 8/5 | STANDARD 24/7/365 |
|---|---|---|
| Coverage window | Sunday–Thursday, 09:00–17:00 | 24 hours, every day of the year |
| First response | 4 hours | 15 minutes for P1 |
| Monitoring | Daily health digest | Real-time with automated escalation |
| On-site attendance | Next business day | Same day, 4-hour target |
| Reporting | Quarterly | Monthly with review call |
Standard SLA — Proof of Concept
Run us for 30 days before you sign
We onboard up to 25 endpoints and one site into our monitoring, handle live tickets under Enterprise response times, and hand you the incident log at the end. If the numbers do not convince you, there is nothing to cancel.
- Asset discovery and risk report in week one
- Live 15-minute P1 response during the trial
- Full incident and uptime log handed over