Key takeaways
- Response time and resolution time are different
- Priorities should reflect business impact
- Check support hours and after-hours charges
- Monthly reports show whether the SLA is being met
Every IT support contract should include a service level agreement. It sets expectations on both sides and gives you a way to measure the service you're paying for. But SLAs vary widely, and the details matter.
Response vs resolution
Response time is how quickly an engineer acknowledges and starts work on a ticket. Resolution time is how long it takes to fix. Many contracts promise fast response but say little about resolution, so check both.
Priority levels
Tickets are usually grouped by impact:
- Critical: whole business or key system down
- High: a team or important function affected
- Medium: a single user unable to work normally
- Low: requests, questions and minor issues
- Planned changes: scheduled work such as new users
- Projects: larger work quoted separately
Hours of cover
Check whether the SLA applies only during business hours or around the clock, and whether weekends and public holidays are included. If you operate outside normal hours, make sure critical issues are covered then too.
On-site response
Remote response is fast, but some issues need an engineer on site. The SLA should state how quickly an engineer can attend for critical faults and whether visits are included or charged separately.
Reporting
Ask for monthly reports showing ticket volumes, response and resolution times, and recurring issues. Good providers use these to recommend improvements that reduce tickets over time.
Our SLAs
Our support plans include clear priorities, response and resolution targets, and monthly reporting, so you always know what to expect.
Frequently asked questions
Often 30 minutes to one hour for critical issues during covered hours.
Some contracts include service credits. Check what remedies are written in.
Usually support covers diagnosis and liaison with the vendor, though fixes may depend on them.
Yes. Priorities and hours can be tailored to your business.
