Attachments
Our plan includes a clear Service Level Agreement (SLA) to ensure you always know how quickly we will respond when you have an issue.
The "Guard" Plan guarantees priority access to our support desk during core business hours (Mon-Fri, 9 am - 5 pm UK).
| Issue Urgency | Impact on Your Business | Guaranteed Human Response |
| Critical | Your business cannot operate (e.g., computer won't boot, total network loss). | 2 Business Hours |
| High | Core work is severely impaired (e.g., key software fails, specific hardware glitch). | 4 Business Hours |
| Medium | Minor issues, 'how-to' questions, or general requests. | 8 Business Hours |
Our goal is always to address issues as quickly as possible, typically well before these maximum times, to get you back to work fast. Remember, the first 1 hour of reactive support per month is included in your plan fee.
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