P1 human acknowledgement
A named person acknowledges an eligible P1 incident; an automated receipt does not count.
Fast, accountable support
Clear response times when your business needs help
Critical incidents receive rapid human attention, prompt technical engagement and frequent updates from the team responsible for moving the issue forward.
Our priority response commitments
A P1 critical incident is acknowledged by a real person within 5 minutes, with a qualified engineer engaged within 10 minutes and progress updates every 30 minutes.
P1 qualified engineer engaged
A suitably qualified engineer begins technical triage on an eligible P1 incident.
P1 update frequency
Updates continue at the stated interval while the eligible incident remains at P1.
Response commitments apply to eligible services covered by your support agreement.
Clear ownership from first response to resolution
Fast acknowledgement matters, but so do technical progress and communication. Each priority defines the next action and when you will hear from us.
| 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 |
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.