IT Support
Tiered Support, Levels 1–3.
Simple issues resolved rapidly; complex matters escalated directly to specialists. Structured support for every requirement.
Level 1
First Line
Routine issues and general assistance — password resets, account unlocks, login troubleshooting, software guidance and connectivity checks.
Level 2
Technical Specialists
Advanced diagnostics — system configuration, application faults, network issues and hardware troubleshooting beyond first-line scope.
Level 3
Expert Engineering
The most complex challenges — infrastructure architecture, security incidents, escalations and vendor-level engagement.
Service Level Agreements
Our Formal Commitment.
Every engagement is governed by clear, measurable response and resolution targets.
| Priority | Description | Response Target | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage — business operations halted | 15 minutes | 4 hours |
| High | Major function impaired — significant business impact | 1 hour | 8 hours |
| Medium | Limited impact — workaround available | 4 hours | 2 business days |
| Low | General requests and minor issues | 8 hours | 5 business days |
Need dependable IT support?
Talk to us about a managed services agreement tailored to your organisation's size and complexity.