Response targets
How we classify priority, how fast we respond, and what happens out of hours.
| Priority | Definition | Response | Resolution target |
|---|---|---|---|
| P1 Critical | Business operations halted (email down, ransomware in progress, directory outage) | 1 business hour | 4 business hours |
| P2 High | One significant function affected (a server down, one team cannot work) | 4 business hours | 1 business day |
| P3 Normal | Single user or non-critical issue | 1 business day | 3 business days |
| P4 Low | Information or change requests | 2 business days | 5 business days |
These are the targets in our standard agreement; your signed contract sets the terms that apply to you. Business hours are Monday to Friday, 09:00–18:00 UK time.
Out of hours
Critical incidents out of hours are covered by agreement in your contract.
Reporting
Monthly report; quarterly review.
Pricing
Per user and per server, quoted after a 30-minute call.