Service level agreement
Last reviewed 22 July 2026
The service levels that apply to managed support and hosting clients. Your own contract may set tighter targets, and where it does, your contract wins.
Support hours
Standard support is Monday to Friday, 08:00 to 18:00, excluding Scottish public holidays. Extended and out of hours cover, including a genuine on call number for critical infrastructure, is available as an add on and is stated in your contract where you have it.
Response targets
We aim to respond within these times during support hours, measured from when the ticket reaches us:
- Critical, a whole site or system down: response within one hour, worked continuously until resolved or worked around
- High, a major function unusable for several people: response within four working hours
- Medium, a problem affecting one person or a non urgent function: response within one working day
- Low, a request or a question: response within two working days
Availability
For hosting and managed infrastructure we target 99.9 percent monthly availability, excluding scheduled maintenance, which we announce in advance and run outside your trading hours wherever possible.
What we ask of you
Fast resolution depends on us having the access we need, a named contact on your side, and honest information about what changed. A named engineer who knows your setup is part of the point, so the less we have to rediscover each time, the quicker every fix is.
Questions about this policy? Email [email protected] or see the rest of our legal and policy pages.