P1Critical
Production or service completely down; suspected security breach.
Immediate response · continuous work · executive notification
PRIORITY 100/100
Service levels
Support and response
prioritisation.
Response and resolution times are defined numerically in the contract according to the service scope and the support package chosen. The priority definitions below are the common framework of all our agreements.
Priority definitions
Which situation sits at which level?
The level is set by the impact on your business, not by the technical size of the fault. These definitions go into the contract as they stand.
P2High
Significant loss of function or loss of redundancy.
Priority response · work within the same business day
PRIORITY 72/100
P3Medium
Limited impact, workaround available.
Planned response within an agreed schedule
PRIORITY 46/100
P4Low
Information request or improvement suggestion.
Handled within the routine workflow
PRIORITY 24/100
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How the times are measured
Response time runs from the moment the notification reaches us to the moment a responsible engineer takes ownership of the ticket; resolution time is the moment the service is working again, including any workaround. Both are recorded automatically in the ticketing system and presented in the monthly service report — as records, not assurances.
Engagement models
- Fixed-scope project
Defined scope with fixed deliverables and acceptance criteria. - Time and materials
For consultancy and work with flexible scope. - Subscription
Monthly or annual, for SOC, monitoring and managed product services. - On-site resource
Full- or part-time specialist assigned at your location. - Framework agreement
An annual quota of services, activated quickly when needed.
Get started
Let us talk about your project.
The first meeting is a discovery session, not a sales pitch. You are also welcome to evaluate our capability directly through a short pilot or proof of concept (PoC) in your own environment.