Incident Service Level Agreement

The below chart shows the TechB service levels that we aim to achieve with all of our clients.

We average about a 1-hour resolution on all tickets. Quickest responses come from SMS chats via your desktop or phone calls, averaging from 10 seconds to 4 minutes. Emails and logging tickets naturally have a longer response time.

Priority First Response Resolution
Urgent / P1 15 min 4 hours
Hight / P2 30 min 8 hours
Normal / P3 1 hour 48 hours
Low / P4 1 hour 72 hours

We guarantee the following uptimes for all services within our hosted infrastructure: N+1 resiliency across all components, connectivity, power, computer, storage. 99.99% service level agreement (SLA).

The below describes each priority level in a bit more detail and gives a few examples what type of incidents may generate the related priority level.


Incident Service Level Priority

Priority Description Example
Urgent / P1 An incident causing an extremely serious impact to the business as a result of the system(s) / service(s) affected and/or the number of people affected by the incident Ransomware attack, Server blown, all systems encrypted, entire site is down, potential revenue loss or reputational damage
Hight / P2 An incident causing significant impact to the business as a result of the system(s) / service(s) affected and/or the number of people affected by the incident Software application not working, Sage offline, emails down, risk to revenue generation, multiple users are unable to perform business critical duties
Normal / P3 An incident or request that affects the customer’s service but has a small impact to the business. Word has crashed effecting 1 user, PC not running smoothly, revenue generation is not impacted
Low / P4 Incidents that have a negligible impact to the business, requests or enquiries for information purposes only. Impact to non-critical business systems, How do I? Training