IT Support SLA
Published 10 March 2022
What is an IT support Service Level Agreement at Maple?
Our SLA is reasonable described as the maximum time our service team will take to respond to an incident which is covered by a support contract.
Our client arrangements can have SLA's to suit a individual clients' needs, but in most cases our London clients have opted for the standard 30 minute SLA. We feel this is unrivalled in the IT world! No sitting around for hours waiting for help with a problem.
We find that most incidents and requests can be fixed on the initial call. This is known as First Contact Resolution. Some may require detailed investigation and/or call-backs. Or in the case of change requests may need planning and scheduling.
Of course we cannot guarantee that every problem will be fixed within 30 minutes - IT just doesn't work like that. But, someone will be working within the timelines.
On site visits will be scheduled at the earliest opportunity. Again, we cannot promise someone will be onsite in under 30 minutes if there is a short trek to your office, but in reality, our Central London office and closeness to our clients means that when needed, our technicians are available and onsite quicker than any other IT firm can be.