IT support should be a service you can check, not a favour you ask for.
Every request gets a priority, and every priority has a response target and a resolution target written into your agreement. Each ticket shows the time left until its deadline, and a monthly report shows how we did.
Every request gets one of four priorities.
The priority decides how quickly we respond and how quickly we aim to fix it. These are the same four levels your team sees on its tickets in Corepath.
| Priority | What it means |
|---|---|
| P1 Critical | The business, or a whole site, can't work. |
| P2 High | A team or a key system is affected. |
| P3 Medium | One person or a non-critical system is affected. |
| P4 Low | Requests, changes and questions that aren't urgent, such as a new starter or a new device. |
- P1 Critical
- The business, or a whole site, can't work.
- P2 High
- A team or a key system is affected.
- P3 Medium
- One person or a non-critical system is affected.
- P4 Low
- Requests, changes and questions that aren't urgent, such as a new starter or a new device.
The response target and the resolution target for each priority are written into your agreement before anything goes wrong. We set them with you, from your coverage hours and how much each system matters to the business, and every ticket shows its deadline from the moment it's opened.
What the targets measure
- Response
- An engineer has picked up your request, is working on it and has told you so. An automatic acknowledgement doesn't count.
- Resolution
- The problem is fixed or the request is done. It has its own target, separate from the response.
- Coverage hours
- Targets run within the coverage hours in your agreement, either business hours or around the clock. Monitoring runs continuously either way.
- Escalation
- When something is urgent or a ticket isn't moving, it follows an escalation path we agreed with you in advance. You shouldn't have to chase anyone.
You can check every target yourself.
In Corepath, our client portal, every ticket shows its priority and its SLA deadline from the moment it's opened.
On the ticket
While a ticket is open, it shows the time left until its SLA deadline, and it's flagged if that deadline passes. Once it's resolved, it shows how long it took.
A monthly SLA report
What was raised and resolved, and how many first responses and resolutions met the targets in your agreement.
A satisfaction survey
When a ticket is resolved, the person who raised it gets a short survey by email to rate how it was handled. The results go into the monthly report.
Questions about service levels
Why don't you publish response times?
The right target depends on your coverage hours, your sites and how critical each system is. We agree the numbers with you and write them into your agreement, and every ticket in the client portal shows its own deadline.
Do you offer 24/7 support?
Monitoring runs around the clock for every managed client. Support coverage, business hours or around the clock, is chosen per company and written into the agreement.
What happens if you miss a target?
The ticket shows it's past its deadline and the monthly report counts it, so you don't have to take our word for it, and we go through the reason with you. Under our terms, if we miss the agreed response window on an incident covered by a monthly agreement, you don't pay for that incident.
Let's talk about your IT.
Tell us how IT is handled in your company today. One of our engineers reads it and gets back to you. The first conversation is free and doesn't commit you to anything.
What happens next
- You tell us about your environment
- We review your needs
- We schedule a conversation
- We propose the right approach