Human acknowledgement
A named person confirms ownership; an automated receipt does not count.
Measurable support commitments
Clear IT support service levels
A useful response is more than an automated email. Our proposed targets distinguish between human acknowledgement, technical engagement, progress updates and resolution.
P1 to P4 response commitments
From critical incidents to planned requests, every priority has a clear human acknowledgement, engineer engagement and update commitment.
| Priority | Example | Human acknowledgement | Qualified engineer engaged | Update frequency |
|---|---|---|---|---|
| P1 Critical | Widespread outage or critical security incident | 5 minutes | 10 minutes | Every 30 minutes |
| P2 High | Major user or service impact with a workaround unavailable | 15 minutes | 30 minutes | Every 60 minutes |
| P3 Standard | Limited operational impact or a workaround is available | 1 business hour | 4 business hours | Each agreed milestone |
| P4 Request | Planned request, information or low-impact change | 4 business hours | By agreed schedule | By agreed milestone |
Important: Response commitments apply to eligible supported services and are subject to the individual client service schedule.
What each commitment means
Clear definitions make the service measurable.
Engineer engaged
A suitably qualified engineer has begun technical assessment or remediation.
Update frequency
The normal communication interval while an eligible incident remains at that priority.
Eligible service
A service included in the signed agreement and operating inside its documented support boundary.
How the service operates
Impact, access and communication all affect the way a request progresses.
How priorities are assigned
Priority is based on business impact, number of users affected, availability of a workaround, security risk and the supported service involved.
How users escalate
Users can telephone the support team and reference the existing request. Material changes in impact can change the priority.
Third-party delays
Supplier, client and access waiting time is recorded so gross and adjusted performance can be explained correctly.
Onsite visits
An engineer is arranged when physical access is needed and the location, safety, access and agreement allow it.
Client responsibilities
Clients provide timely access, accurate impact information, authorised contacts and decisions needed to progress the issue.
Planned maintenance
Planned work is communicated through agreed contacts and windows, even though the helpdesk remains available continuously.
Service concerns
Complaints and recurring service concerns are reviewed with an accountable owner and documented actions.
Ready for an IT partner that takes ownership?
Tell us where support, security or systems are falling short. We will review the position and provide a clear managed service proposal.