LMS Group, Lakeside House, Quarry Lane, Chichester,
Standard Response Times & SLAs
Service Level Agreements represent and define our response to your requests depending on their urgency and impact to your business. They give you a promise and confidence that we are providing an efficient process for your IT support needs.
Does your business require a bespoke set of SLAs?
We can provide bespoke SLAs to suit your business needs and IT infrastructure. Whether that's different speeds of response, priority, or hours of cover. If this is something your business needs, just ask our team.
Standard Hours We Cover
Our standard cover runs from 8:30 am to 5:30 pm (GMT/BST), from Monday to Friday, but excluding Bank Holidays for England.
Our monitoring service runs from 24x7x365 and major issues are dealt with by our out-of-hours incident team regardless of your cover.
Our SLA times only run during your agreed hours of cover.
The whole organisation is affected by a certain problem or issue.
Department or large group of people affected by the same problem.
One person or small group of people are affected by the same issue.
The issue is critical and one or more major business process has stopped.
Operational efficiency is degraded, but there's a reasonable workaround or other members of the team are impeded.
There's an easy workaround, so this is more of an irritation than a stoppage.
To help your business thrive and to answer any questions about your technology needs, please contact us below.