We are a Shared Services business model it means you’re sharing our whole team with the rest of our clients.

So to keep things fair, we categorise all issues into Priorities and work them in order. This means that when you have a Critical issue – we can work on it SUPER quick (by taking a little longer to work on your lower priority tasks).

Here’s the times we aim for in each Priority, along with some simple examples:

Can I get Immediate Support?

We’d love to say “Yes”, all the time, however it’s not always possible.

The way outsourced IT works is that you’re sharing our team with the rest of our clients. The benefit is that this costs far less than what it does to hire your own dedicated IT Department.

To provide guaranteed immediate help, we’d need to have a full-time team dedicated to your company for this to happen (and your IT costs would likely be 10 times what they are now).

So, we do the next best thing – we built our processes so we can help you as quick as possible for the items you need help with the quickest (we call these Critical issues).

Important: All of that said if you have something which needs dealing with urgently, please do let us know and we’ll do our very best to help you as a priority.

How do you prioritize my requests?

We’d love to treat every request as a Critical issue for you, however the reality is that if you have a real Critical issue, you’d no doubt want us to stop working on low priority tasks to work on your Critical issue. So, that’s exactly what we do.

If we’re working on a low priority request (like a new user) and a Critical issue (like a complete network outage) comes through, we quickly wrap up the low priority request and jump on to your Critical request.

How do you manage my request?

To help us manage the hundreds of requests we get each week, we use an amazing piece of technology called “Halo” that helps us track, prioritise and schedule every single one of these requests. You can see what Halo looks like below (if you’re at all interested).

We prioritise all our work for clients in order of highest priority (P1 – Critical) to lowest priority (P4 – No Priority) based on the priority levels above.

Do you have questions?

If you want to run through anything on this page, just give us a call and mention you have a SLA query, we’ll be happy to help 🙂