Service levels you can read before you sign
We would rather publish conservative targets we can operate than market “fast response” with no clock.
View managed IT plansPriority table
| Priority | Example | Target response | Plans |
|---|---|---|---|
| P1 Critical | Whole business offline | 30 minutes during contracted hours | IT Complete, Enterprise (optional 24/7) |
| P2 High | Department or core service unavailable | 1 hour | IT Business and above |
| P3 Normal | Individual user issue | 2–4 hours | All contracted plans |
| P4 Request | New user, software or change | Same or next business day | All contracted plans |
These are operational targets we are prepared to put in the agreement — not a promise of zero downtime. They apply during contracted hours. Essential plans are business-hours P3/P4 unless you upgrade. Ticket status is visible to contracted customers in My IT Guy. Live SLA countdown in the portal is being expanded; until that view is live, the written SLA in your agreement is the source of truth.
Our service promise
- No hidden support charges on contracted scope
- Clear SLA response times in the agreement
- Documented environments
- Monthly reporting on eligible plans
- Named account contact on Business and above
- Security-first defaults
- Written escalation path
- Business continuity focus — not zero-downtime theatre
We do not guarantee zero downtime. We guarantee accountability.