How fast we will support you.
We always aim to fix your issues as fast as possible. There are however many factors that can affect our resolution times. We never promise resolution times.
Standard response times are the default applied to all packages.
Priority response times are indicated on your billing.
If you wish to upgrade to priority services then let us know.
Estimated fix times are working hours Monday – Friday 8-5. The SLA timers stop out of hours.
Service SLAs
| Issue Type |
Standard Response |
Priority Repsonse |
Urgent – (COSTS) |
| Issues – Premium Clients | 1 hour | 1 hour | Immediate |
| Issue – Contract Clients | 4 hours | 1 hour | 30 mins (£59.00 + VAT) |
| Issue – Adhoc Client | 8 hours | 4 hours | 30 mins (£59.00 + VAT) |
| Project | 8 hours | 4 hours | n/a |
| New Order | 8 hours | 4 hours |
30 mins (£59.00 + VAT) |
| Client Admin | 8 hours | 8 hours | 30 mins (£59.00 + VAT) |
| Other | 24 hours | 8 hours | n/a |
Broadband SLAs
| Issue Type |
Standard Response |
Priority Repsonse |
Estimated Fix Time |
| Leased Lines | 1 hour | 30 mins | 4 hours |
| FTTP / FTTC / ADSL | 2 hours | 30 mins | 96 hours |
| 3G/4G/5G | 2 hour | N/A | N/A |
| FWA Internet | 2 hour | 30 mins | 24 hours |
| VOIP | 2 hour | 30 mins | 8 hours |