At Britannia IT, we understand that when something goes wrong, every minute matters. That’s why we have a clearly defined Service Level Agreement designed to give our clients peace of mind that any issue will be handled swiftly, efficiently, and with the utmost professionalism.
Whether you contact us directly or our monitoring systems automatically detect an issue, our experienced support team will take immediate action to assess, respond, and restore your service. Our commitment is to deliver a prompt and effective resolution while minimising disruption to your business.
Our Approach to Support
We believe communication is key. When you raise a support incident, you will always know exactly what is happening, what the next steps are, and when you can expect the issue to be resolved. Our engineers work with your team to prioritise issues based on their impact on your business and to ensure the fastest possible resolution.
The table below shows our target response and resolution times for all support incidents. These targets reflect our high standards of service and our dedication to keeping your business running smoothly.
| First Response | Resolution Plan | Resolution | |
| Critical | 15 minutes | 1 hour | 4 hours |
| Standard | 1 hour | 4 hours | 2 days |
| Enhancement | 2 hours | 2 days | 5 days |
| Target | 95% | 90% | 85% |
Definitions
Critical
A major outage or failure that has a significant impact on your business and affects the majority of users. These incidents take top priority and are acted on immediately.
Examples include: server or internet failure, complete network outage, loss of phone system, or downtime of a key line-of-business application.
Standard
An issue affecting a smaller number of users or a single user which, while disruptive, does not stop the business from operating. These incidents are still addressed promptly and with care.
Examples include: a faulty PC, backup warnings, individual software or application issues, degraded system performance, or printer problems.
Enhancement
Requests for changes, configuration adjustments, or general user guidance. These are typically non-urgent and handled within normal working hours.
Examples include: setting up new users, configuring printers, creating new mailboxes, enabling Out of Office messages, or updating WiFi access permissions.
Understanding Our Process
First Response
The moment a member of the Britannia IT team begins investigating your issue and establishes communication with you. This ensures you know your request is being actively handled.
Resolution Plan
Once the cause of the issue has been identified, our engineers will outline a clear and practical plan to restore service. This may include temporary measures to keep your business operational while a full fix is implemented.
Resolution
Your service has been fully restored, and systems have been confirmed operational. Any lessons learned or recommendations for improvement will be shared to prevent future occurrences.
Our Commitment to You
We take pride in providing dependable IT support backed by real people, not automated systems. Our service desk team is based in the UK and is dedicated to delivering a personal and proactive service experience.
At Britannia IT, our Service Level Agreement isn’t just about response times — it’s about building long-term trust, reducing downtime, and ensuring your business technology works exactly as it should.