Our standard commitment
These are the targets we hold ourselves to across our managed client base. They reflect what we consistently deliver, not a legal guarantee — a specific, binding Service Level Agreement is issued as part of your Service Schedule once you're onboarded, and that document takes precedence over the general figures below.
- 99.98% SLA uptime across every client environment we manage, measured monthly.
- 47-second average response — first-touch response to helpdesk tickets, 24/7.
- 24/7 helpdesk coverage — three shifts, three time zones, one on-call rota, every day of the year.
- Real engineers, not a script — tickets go to someone who can actually resolve them, not a first-line reader whose only job is to log a case.
How priority is assessed
Response times are targets for acknowledging or commencing investigation, not guarantees that an issue will be fully resolved within that window. We classify and prioritise requests according to impact, urgency, and the applicable service level, and resolution can depend on factors outside our control — third-party suppliers, replacement hardware, vendor support, carriers, or licensing.
After-hours, urgent, and emergency support is available where specified in your Service Schedule and may attract additional charges. Whether a request is genuinely urgent is assessed based on the number of affected users, operational impact, whether a critical service is unavailable, and whether a workaround exists.
What a formal SLA covers
Once you're a client, your Service Schedule and Service Level Agreement set out the specific, contractual detail for your environment — response and resolution targets by priority level, the services in scope, planned maintenance windows, and service credits where applicable. Service credits, where provided, are the sole contractual remedy for a missed service level, subject to any right that can't lawfully be excluded under the Australian Consumer Law.
For the full legal detail behind our service commitments, see our Terms of Service.
Talk to us about your SLA