Service Level Agreement

Response targets we put in writing

Applies to managed service plans. Last updated August 2026.

Priority definitions & response targets

Priority	Definition	Essentials	Professional	Enterprise
P1 Critical	Whole business or site down; data loss in progress	2 hrs	1 hr	1 hr, 24×7
P2 High	Team or key system impaired; no workaround	4 hrs	2 hrs	2 hrs, 24×7
P3 Standard	Single user impaired; workaround exists	8 bus. hrs	4 bus. hrs	4 bus. hrs
P4 Request	New user, change request, question	2 bus. days	1 bus. day	1 bus. day

Response = a Level 2 engineer actively working the ticket, not an auto-acknowledgement. Business hours: Mon–Fri 8am–6pm AEST.

Escalation path

Every ticket has a named owner. Unresolved P1/P2 issues escalate automatically: engineer → service delivery manager (2 hrs) → director (4 hrs). You can trigger escalation yourself at any time by phone.

Service credits

If we miss a P1 or P2 response target in a calendar month, you receive a 10% credit on that month’s per-user fees, capped at 50%. Credits are applied automatically — you don’t need to claim.

Maintenance windows

Planned maintenance occurs outside business hours with at least 3 business days’ notice. Emergency security patching may occur sooner, with notification.

Reporting

Monthly SLA performance reports for all managed clients: tickets, response times, patch compliance and security posture — in plain English.