SLA Targets
Our response and resolution targets, how we prioritise incidents, and what can affect timelines.
Important
SLA summary
- Targets apply during standard hours (unless you have extended coverage).
- "Response" means acknowledgement and initial triage, not full resolution.
- Third-party outages and client-side delays can affect timelines.
This page outlines our standard Service Level Agreement ("SLA") targets for managed service clients. These targets help set expectations for response and resolution. Specific SLAs (including any remedies, if applicable) are defined in your signed agreement and may vary by plan.
At a glance
- Response = acknowledgement + initial triage.
- Resolution depends on root cause, complexity, and third parties.
- Standard hours: Mon-Fri 08:30-17:30 (Ireland time), excluding Irish public holidays.
- Out-of-hours applies only if included in your plan.
Contents
- Definitions
- Service hours
- Severity levels
- Response targets
- Resolution guidance
- Updates and communication
- Exclusions and factors that affect targets
- Reporting and review
1) Definitions
- Ticket: a logged support request or incident.
- Incident: an unplanned interruption or reduction in quality of an IT service.
- Service request: a request for information, access, or a routine change (e.g., new user setup).
- Response time: the time from ticket submission to acknowledgement and initial triage.
- Resolution time: the time to restore service or provide an agreed workaround or fix.
- Business hours: our standard support hours, unless your plan includes extended coverage.
2) Service hours
Standard service hours: Monday to Friday, 08:30-17:30 (Ireland time), excluding Irish public holidays.
SLA targets in this document apply during standard service hours unless your plan includes extended or out-of-hours coverage.
Out-of-hours / extended coverage
If your plan includes out-of-hours coverage, the agreed coverage window and eligible severities will be specified in your agreement. Out-of-hours support typically applies to Severity 1 (Critical) incidents only.
3) Severity levels
We categorise tickets by business impact and urgency. We may adjust severity if new information becomes available.
Severity 1 - Critical
- Widespread outage or major business disruption
- Active security incident (suspected compromise, ransomware, breach)
- Core business service down for most/all users
Severity 2 - High
- Significant impact to key users or systems
- No reasonable workaround
- Time-sensitive business impact
Severity 3 - Medium
- Limited impact or workaround exists
- Non-urgent issue requiring a fix
Severity 4 - Low
- Minor issues, general requests, "how do I..." questions
- Routine admin tasks and planned changes
4) Response targets
Response targets measure how quickly we acknowledge a ticket and start initial triage. They do not mean the issue is resolved within that time.
| Severity | Target response (standard hours) | What "response" means |
|---|---|---|
| Severity 1 | Within 1 hour | Acknowledgement + immediate triage |
| Severity 2 | Within 4 business hours | Acknowledgement + initial triage |
| Severity 3 | Within 1 business day | Acknowledgement + initial triage |
| Severity 4 | Within 2 business days | Acknowledgement + initial triage |
5) Resolution guidance
Resolution depends on complexity and root cause. For example, vendor outages, legacy systems, or issues requiring third-party support may take longer. Where possible, we prioritise restoring service quickly via workaround, then implement a permanent fix.
| Severity | Typical resolution approach | Guidance (non-binding) |
|---|---|---|
| Severity 1 | Contain + restore service quickly, then full remediation | Same business day where possible (or next business day depending on cause) |
| Severity 2 | Restore affected service / user productivity | 1-2 business days where possible |
| Severity 3 | Work through queue with planned troubleshooting | Up to 5 business days where possible |
| Severity 4 | Scheduled / best effort | Agreed scheduling window |
6) Updates and communication
We provide updates appropriate to severity and complexity. For major incidents, we typically provide:
- Confirmation of the incident and severity
- What is impacted and any workaround
- Progress updates as investigation continues
- Confirmation of restoration and next steps
- A brief post-incident summary for significant incidents
7) Exclusions and factors that affect targets
SLA targets may be affected by (and may not apply in) the following situations:
- Third-party outages (e.g., Microsoft, internet providers, SaaS vendors)
- Client-side delays (awaiting approvals, access, information, or user availability)
- Out-of-scope work (projects or requests outside the contracted plan)
- Force majeure (events outside reasonable control)
- Unsupported / end-of-life systems (where remediation is limited by vendor support)
- Security constraints (where urgent containment actions are required before full service restoration)
8) Reporting and review
We review ticket trends and recurring issues to improve service quality. Where included in your plan, we can provide periodic summaries of:
- Ticket volumes by severity
- Common issue categories
- Response performance against targets
- Recommendations to reduce recurring incidents