IT SLA and response time

An IT SLA defines what we are responsible for, how we take tickets, what the priorities are and how quickly we respond.

Discuss your company's IT See case studies

Monitoring of agreed systemsPolish teamContract & clear SLADiagnosis and action plan

What the SLA covers

ticket priorities
response time
availability hours
outage escalation and scope of responsibility

Technical elements

24/7 monitoring
backup and recovery
RTO/RPO
reporting and recommendations

Why it matters

the company knows who is responsible for IT
outages have a procedure
the cost of support is predictable

How we start

First we establish the current state and the required diagnostic scope. We then agree responsibility, SLA, ticket flow and a plan for taking over access, documentation and monitoring.

Let's discuss the scope See case studies