Service Level Agreement

Our SLA defines the response times, coverage hours, and escalation procedures you can expect as a Britannia IT managed support client. We hold ourselves accountable to these commitments.

Response & Resolution Times

All support tickets are assigned a priority level based on business impact. Response and resolution targets vary by priority.

Priority	Description	Response Time	Resolution Target
P1 - Critical	Complete business outage. Server down, all users affected, no workaround available.	30 minutes	4 hours
P2 - High	Major service degradation. Key system unavailable, multiple users affected, limited workaround.	1 hour	8 hours
P3 - Medium	Single user or non-critical system affected. Workaround available but productivity impacted.	4 hours	24 hours
P4 - Low	Minor issue, request for information, or scheduled work. No immediate business impact.	8 hours	5 working days

Coverage Hours

Support coverage tailored to your business needs, from standard business hours to 24/7 emergency cover.

Standard Support Hours

Monday to Friday, 08:00 - 18:00. Full helpdesk support, remote and on-site engineers available during standard business hours. Bank holidays excluded.

Extended Support Hours

Monday to Friday, 07:00 - 20:00. Extended coverage for businesses that operate outside standard hours. Available as an add-on to managed support contracts.

Out-of-Hours Emergency

24/7/365. Emergency support for P1 critical issues outside standard hours. Available to all managed support clients at no additional charge.

Escalation Procedures

We have a clear escalation path to ensure critical issues receive the attention and resources they need.

Helpdesk Engineer

Your ticket is assigned to a helpdesk engineer who will diagnose and resolve the issue. Most issues are resolved at this level.

Senior Engineer

Escalated to a senior engineer with specialist knowledge. Additional resources and vendor support engaged as needed.

Technical Director

Escalated to the Technical Director who takes ownership and coordinates all resources needed for resolution.

Managing Director

Escalated to the Managing Director for executive oversight. Client management notified and recovery plan communicated.

Service Exclusions

Issues caused by third-party software not covered under the support contract.
Hardware failures on equipment not covered or past end-of-life.
Issues arising from unauthorised changes made by the client to supported systems.
Connectivity issues caused by the client's ISP or third-party network providers.
Force majeure events including natural disasters, power outages, and civil unrest.

Reporting & Review

All managed support clients receive monthly service reports detailing ticket volumes, response times, resolution times, and SLA compliance metrics. Quarterly service review meetings are included to discuss performance, upcoming projects, and strategic IT planning.