Clear priorities. Proper support.
We prioritise every ticket based on business impact, urgency and how many people are affected. Critical issues move first, while lower-priority work is still tracked and handled properly.
Response commitments
Every ticket is prioritised and tracked against clear SLA targets.
Note: Our IT support Service Level Agreement applies during business hours only, 09:00–17:00, Monday to Friday. Tickets logged outside this window are addressed the next business day. Response means acknowledgement and work started. Resolution means the permanent fix has been implemented.
We’d love to say “Yes”, all the time, however it’s not always possible.
With outsourced IT, our team supports you alongside our other clients. This keeps costs much lower than employing your own dedicated IT department.
To guarantee immediate help every time, we would need a full-time team dedicated solely to your business. That would significantly increase your IT costs.
Instead, our processes are designed to respond as quickly as possible. Critical issues always take priority.
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.
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 handling a low-priority request and a Critical issue comes in, we reprioritise. For example, a complete network outage would take precedence over setting up a new user.
We use HaloPSA to track, prioritise and schedule support requests. It helps our team manage each ticket clearly and consistently.
If you want to run through anything on this page, give us a call and mention that you have an SLA query. We’ll be happy to help.
We provide support when something stops working, so your team is not left dealing with IT issues alone.
Each issue is handled by someone who understands your setup, allowing us to respond quickly and resolve problems without unnecessary back and forth. Whether it is a small fix or something more urgent, we focus on getting things working again as soon as possible.
We also help with day-to-day questions, giving your team clear guidance and practical support when they need it.
Whether support is needed remotely or on-site, we make sure problems are resolved with minimal disruption to your business.
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We look after your Apple devices over time so everything continues to run as it should.
Devices are kept up to date, settings remain consistent, and any changes are handled in a controlled way. This helps prevent small issues from turning into bigger problems and keeps everything running smoothly.
We make sure your devices stay organised and easy to manage as your business grows, without adding pressure to your internal team.
Whether you have a handful of devices or a larger setup, we help you stay in control without needing to manage everything yourself.
Want to simplify management?
We prepare your Apple devices so they are ready to use from the moment they arrive.
Each device is set up with the correct user access, applications, and settings, so your team can start working without delays or confusion. There is no need for manual setup or trial and error.
We also make sure your devices are connected properly to your existing systems, so everything works together as expected from day one.
Whether you are setting up a few devices or rolling out across your business, we keep the process simple, consistent, and reliable.
Need help getting set up?