SLA Performance
Service Level Agreement compliance across all managed clients. We publish these numbers because transparency builds trust.
About these figures: This dashboard shows aggregate SLA compliance across all managed clients over a rolling 90-day window. Current headline figures include historical tickets from legacy client transitions. Per-priority compliance is converging towards targets as this backlog clears.
Individual client SLA compliance is reported separately in monthly service reviews and may differ from these aggregate figures. Service credits are calculated against individual client SLA performance, not the aggregate figures shown here.
Priority Breakdown
SLA compliance by ticket priority level across the reporting window.
What are Service Level Agreements?
A Service Level Agreement defines the response and resolution times we commit to for every support ticket. When a client reports an issue, the clock starts. First Response SLA measures how quickly we acknowledge the ticket. Resolution SLA measures how quickly we resolve it. Our target for both is 95% compliance.
These aren't aspirational goals – they're contractual commitments backed by service credits. If we miss them, we pay. That's why we engineer our processes, tooling, and team structure to consistently exceed targets rather than scramble to meet them.
We publish these numbers openly because most managed service providers don't. If your current provider can't show you their SLA compliance, that should tell you something. These are live numbers, updated daily, drawn directly from our Freshdesk service desk across all managed clients.
SLA Commitments
Published targets, backed by service credits. These are the response and resolution times we commit to in writing.
Incident Response
| Priority | Description | Coverage | Response | Resolution |
|---|---|---|---|---|
| P1 Critical | Complete business outage or critical system failure affecting all users | 24/7 | 30 minutes | 4 hours |
| P2 High | Major impact to business operations affecting multiple users or key systems | 24/7 | 1 hour | 8 hours |
| P3 Normal | Minor impact to individual user or non-critical system | Business hours | 4 hours | 3 business days |
| P4 Low | Low impact request or informational query with no immediate operational effect | Business hours | Next business day | 5 business days |
Service Requests
| Type | Description | Response | Completion |
|---|---|---|---|
| Standard | Routine requests such as password resets, access changes, and software installation | 4 hours | 1 business day |
| Scheduled | Planned changes requiring coordination such as system updates, migrations, or configuration changes | 1 business day | Agreed schedule |
| Project | Scoped project work such as infrastructure upgrades, new deployments, or major configuration changes | 2 business days | Per project plan |
Business hours: Monday - Friday, 08:00 - 18:00 (GMT/IST). Excludes Irish public holidays. P1 and P2 incidents are covered 24/7.
Reporting period: SLA compliance is measured on a calendar month basis. Service credit eligibility is assessed per reporting period.
Service Credits
We commit to these targets in writing, and put our fees on the line.
Maximum credit: 25% of monthly fee per reporting period
How credits work
Service credits are issued on application only. To claim, submit a written request within one calendar month of the end of the reporting period in which the service level was missed. Credits are not applied automatically. Credit application is governed by the terms of your signed Service Level Agreement.
Exclusions
Service credits do not apply where the missed service level results from: third-party service outages beyond our reasonable control; actions or omissions by the client or their end users; force majeure events; or scheduled maintenance windows notified in advance.
Sole remedy
Service credits as defined in your signed Service Level Agreement represent the sole and exclusive remedy for failure to meet agreed service levels. Total credits in any reporting period shall not exceed the maximum credit cap stated above.
Escalation Path
If something isn't right, you always have a clear path to resolution. Here's who gets involved and when.
Service Desk Manager
SLA breach or client request
Operations Director
Repeated breaches or major incident
Managing Director
Unresolved escalation or contractual concern
See our full SLA commitments
Our service level agreements are backed by contractual service credits. Here's what we commit to and how the model works.