// SLA
Service Level Agreement
Clear, honest commitments on how quickly we respond and how we keep your IT running — the service levels you can rely on from 365 Techies.
- ● Clear response targets
- ● Priority support
- ● Honest commitments
// SUPPORT HOURS & CHANNELS
How and when to reach us
Standard support hours
Monday to Friday, 9am–5pm (excluding bank holidays).
Out-of-hours
Emergency and out-of-hours cover available by arrangement on business plans.
How to reach us
Phone, email, the online support portal/ticket, and secure remote support.
Priority for subscribers
Customers on a monthly plan always jump the queue for support.
// PRIORITY LEVELS
Target response & resolution times
We prioritise every issue by its impact, so the most urgent problems get the fastest response. Times are measured in working hours, within our standard support hours.
| Priority | What it means | Target response | Target resolution |
|---|---|---|---|
| P1 — Critical | Business-critical systems down; multiple users unable to work. | Within 1 working hour | Same working day (fix or workaround) |
| P2 — High | Major issue affecting a user’s work or a key function. | Within 2 working hours | Within 1 working day |
| P3 — Medium | Non-urgent issue with a workaround available. | Within 4 working hours | Within 2 working days |
| P4 — Low | Requests, questions and minor issues. | Within 1 working day | Within 3–5 working days |
Our commitment
We aim to acknowledge and respond to every support request within the target times above, and to keep you informed at every step until it’s resolved. These targets apply to customers on a monthly support plan; one-off and pay-as-you-go work is handled on a best-effort basis.
Service availability
For managed and hosted services (such as hosting and cloud systems we manage on your behalf), we target 99.9% availability, excluding planned maintenance and factors outside our reasonable control (such as third-party outages or your internet connection).
Planned maintenance
Where maintenance might affect a service, we’ll give reasonable notice and schedule it outside business hours wherever possible to minimise disruption.
Escalation
If an issue isn’t progressing as it should, you can ask us to escalate it at any time — just call 01202 775566 and we’ll prioritise it personally.
Reporting & reviews
Business customers can request regular service reviews so you can see how we’re performing against these targets, and we’ll always discuss anything that needs improving.
The small print
This page is a plain-English summary of the service levels we aim for. Exact targets and scope can vary by plan and are confirmed in your individual agreement. It works alongside our guarantees and terms of service.
// GOOD QUESTIONS
Frequently asked
What is an SLA?
A Service Level Agreement sets out the service you can expect from us — how quickly we respond, how we prioritise issues, and the standards we hold ourselves to.
Do these response times apply to everyone?
The target times apply to customers on a monthly support plan, who always get priority. One-off work is handled on a best-effort basis.
What counts as a ‘Critical’ issue?
Anything that stops business-critical systems or leaves multiple people unable to work — for example a server, email or network outage. These get our fastest response.
What happens if you miss a target?
We’ll tell you, explain why, and put it right — and we’ll review what happened so it doesn’t recur. We’d always rather over-deliver.
Is the 99.9% availability guaranteed?
It’s our target for services we manage, excluding planned maintenance and things outside our control like third-party or broadband outages.
Support you can count on
Get priority support backed by clear service levels — included with every monthly plan.
01202 775566 · help@365techies.co.uk · MON–FRI 9AM–5PM