Our response times, in writing
Most IT providers keep their SLA inside the contract where you can't compare it. Ours is on this page, with what happens if we miss it.
How fast we get back to you
These are times to a human responding and taking ownership — not to resolution, because how long a fix takes depends on what broke.
| Priority | What it means | We respond within | Updates |
|---|---|---|---|
| P1 Critical — you can't trade | A whole site or a business-critical system is down, or a suspected security incident is in progress. Work has stopped.
| 30 minutes | Hourly until resolved |
| P2 High — someone can't work | A person or team is blocked and there's no reasonable workaround, but the business as a whole is still operating.
| 2 business hours | Twice daily |
| P3 Normal — it's annoying, not blocking | Something isn't working properly but there's a workaround, or it affects convenience rather than output.
| Same business day | Daily |
| P4 Scheduled — planned work | New equipment, onboarding, changes and improvements planned in advance rather than reacting to a fault.
| 2 business days | At agreed milestones |
Support hours. Monday to Friday, 8:30am – 5:00pm AEST. Excluding Queensland public holidays. After-hours cover is available and priced separately rather than charged to everyone.
Miss a P1 response and that month is on us
A target with no consequence is a preference. If we don’t respond to a critical issue within 30 minutes, we credit that month’s managed service fee — automatically, without you having to claim it or argue about it.
Six things we'll put in writing
Most of these exist because we've heard what other providers do.
Leave any time, with 30 days' notice
No lock-in term, no exit fee, no penalty. If we're not doing a good job you shouldn't need a contract lawyer to escape us — and we'd rather keep your business by earning it.
Your documentation is yours from day one
Every system, licence, credential and configuration documented and handed to you. If you leave, you leave with it. Providers who hold documentation hostage are relying on friction rather than quality.
No transition fee to join us
We handle the migration and the conversation with your outgoing provider at no charge. Charging you to start is charging you for our sales process.
If we miss a P1 response target, that month is on us
Miss the 30-minute response commitment on a critical issue and we credit that month's managed service fee. Not a discount on the next invoice — a credit, applied automatically, without you having to ask.
We'll tell you if you don't need us
If your current setup is fine, or you're too small for a managed service to be good value, we'll say so and not quote you. We'd rather lose a sale than take money for something you didn't need.
Security is never an upsell
MFA, endpoint protection, email filtering, patching and monitoring are in the base price. We won't sell you managed IT and then charge extra to make it safe.
You can’t compare what you can’t see
Response times usually live in a service agreement you only read after signing. That makes providers impossible to compare on the thing that matters most when something breaks.
We publish our prices for the same reason. If a provider won’t tell you their response targets before you sign, it’s worth asking why.
About our service levels
What are your IT support response times?
P1 critical issues where you can't trade: 30 minutes. P2 where someone is blocked: 2 business hours. P3 normal issues: same business day. P4 scheduled work: 2 business days. These are times to a human responding, not to resolution — resolution depends on the fault.
What happens if you miss a response target?
If we miss the 30-minute P1 response commitment, that month's managed service fee is credited to you automatically. You don't need to claim it or argue for it.
What are your support hours?
Monday to Friday, 8:30am to 5:00pm AEST, excluding Queensland public holidays. After-hours cover is available and priced for the businesses that need it rather than charged to everyone.
Is there a lock-in contract?
No. We work on rolling agreements with 30 days' notice. There's no minimum term, no exit fee and no penalty for leaving.
Do you charge to take over from our current provider?
No. Transition is included, and that covers requesting credentials and documentation from your outgoing provider so you don't have to be in the middle of that conversation.
What do I get if I leave?
Full documentation of your environment — systems, licences, configurations and credentials. It's yours throughout, not just on exit, and it's the single best protection against being locked in by anyone.
These targets and commitments form part of the service agreement you sign. This page is a plain-English summary — the agreement is the operative document, and we’ll give you a copy before you commit to anything.
Ask your current provider for theirs
Genuinely — ask them what their P1 response target is and what happens if they miss it. The answer tells you a lot. Then book a free 30-minute review and we’ll tell you honestly whether switching is worth it.