This Service Level Agreement sets out the service performance commitments Superfast IT provides when delivering IT support and managed services. It defines response targets, availability expectations, incident prioritisation and service delivery standards.
This SLA forms part of the Client Assurance Pack and the Superfast IT Master Services Agreement (the "MSA") and applies to the Services set out in the applicable Order Form or Statement of Work (SOW). Where an Order Form or SOW specifies different Service Levels, those apply to the relevant Services. If there is any conflict between the documents that make up the Agreement, the order of precedence in clause 3.3 of the MSA applies.
Support is available during the following hours unless otherwise stated in the Order Form or SOW:
Monday to Friday, 08:00 to 17:00 (UK time), excluding bank holidays in England.
Out of Hours Support is available only where purchased as part of the Order Form or SOW. Different response targets may apply.
Emergency assistance outside standard hours may be provided at Superfast IT's discretion and may incur additional fees.
Clients may request support through the following channels:
All requests are logged and assigned a priority.
Superfast IT applies a consistent priority system based on business impact and urgency.
| Priority | Description | Examples |
|---|---|---|
| P1 - Critical | Complete loss of service causing significant business impact. No workaround available. | Full server outage, widespread loss of connectivity, ransomware incident |
| P2 - High | Major function impaired or a significant number of users affected. A workaround may exist. | Email system disruption, key application failure |
| P3 - Medium | Standard operational issue affecting a single user or a minor function. | Device malfunction, printer issues, software errors |
| P4 - Low | Non-urgent request or general enquiry. | New user setups, permissions changes, small configuration updates |