IT service levels and response times
Three response targets and one around-the-clock security service. This page explains what each one covers, when they apply, and what happens to a request after you raise it.
- Response target 15min A whole team can't work
- Response target 30min One person can't work
- Response target Samebusiness day Everything else
- Monitoring 24/7 Security alerts triaged, weekends included
Which target applies
We group every request by how much of your business it stops. What matters is how many people are stopped. How technical the fault is makes no difference.
| Situation | Examples | Response |
|---|---|---|
| A whole team can't work | Email is down for the office. The internet is out at a site. A shared system nobody can open. | Within 15 min |
| One person can't work | A laptop won't start. Someone is locked out of their account. A new phone won't pass MFA. | Within 30 min |
| Everything else | A new starter next week. A permission change. A software request. A question. | Same business day |
| Security alert | A suspicious sign-in. Malware flagged on a device. A reported phishing email. | Triaged 24/7 |
If you are not sure which group something belongs in, tell us how many people it affects and we will treat it accordingly.
What a response means
A response is a person picking up your request and starting work on it. An automatic acknowledgement does not count. Fix times depend on the fault, so we publish response targets and tell you plainly how long a fix is likely to take once we have looked.
Hours
- Service desk: Monday to Friday, 8:30am to 5:30pm Melbourne time.
- Security monitoring: 24 hours a day, 7 days a week, including weekends.
- Onsite visits: scheduled across greater Melbourne. Most issues are fixed remotely the same hour.
The 24/7 security operations centre
Security alerts from your devices and Microsoft 365 accounts go to a human security operations centre that works around the clock. Analysts triage each alert, act on what needs action, and escalate to our engineers. Read more about the security baseline and SOC.
How requests are logged and reported
Every request is logged when it arrives, so there is a record of what was asked, when, and what was done. Changes we make to your systems are also written into your documentation register.
Each month you get a report you can read in five minutes. Each quarter we meet to talk through the roadmap. If the service is falling short, that is where we expect to hear it, and we will tell you when the fault was ours.
No charge per request
Service levels mean little if every request costs extra. Requests are never billed per ticket and after-hours work carries no loading, so staff can raise problems early. See pricing.
Ask for a quote with the service levels attached.
Tell us how many staff you have and what you run today. You will hear back within one business day, and if we are the wrong fit we will tell you.