Service Level Agreement
1. Purpose of this SLA
This Service Level Agreement sets out the service performance commitments Superfast IT provides when delivering IT support and managed services. It defines response targets, availability expectations, incident prioritisation and service delivery standards.
This SLA forms part of the Client Assurance Pack and the Superfast IT Master Services Agreement (the "MSA") and applies to the Services set out in the applicable Order Form or Statement of Work (SOW). Where an Order Form or SOW specifies different Service Levels, those apply to the relevant Services. If there is any conflict between the documents that make up the Agreement, the order of precedence in clause 3.3 of the MSA applies.
2. Service Hours
2.1 Standard Support Hours
Support is available during the following hours unless otherwise stated in the Order Form or SOW:
Monday to Friday, 08:00 to 17:00 (UK time), excluding bank holidays in England.
2.2 Out of Hours Support
Out of Hours Support is available only where purchased as part of the Order Form or SOW. Different response targets may apply.
2.3 Emergency Support
Emergency assistance outside standard hours may be provided at Superfast IT's discretion and may incur additional fees.
3. Contact Methods
Clients may request support through the following channels:
- Email to the service desk: support@superfast-it.com
- Telephone to the support number: 0121 309 0090
- Client portal or ticketing platform: psa.superfast-it.com/portal
All requests are logged and assigned a priority.
4. Incident Prioritisation
Superfast IT applies a consistent priority system based on business impact and urgency.
| Priority | Description | Examples |
|---|---|---|
| P1 - Critical | Complete loss of service causing significant business impact. No workaround available. | Full server outage, widespread loss of connectivity, ransomware incident |
| P2 - High | Major function impaired or a significant number of users affected. A workaround may exist. | Email system disruption, key application failure |
| P3 - Medium | Standard operational issue affecting a single user or a minor function. | Device malfunction, printer issues, software errors |
| P4 - Low | Non-urgent request or general enquiry. | New user setups, permissions changes, small configuration updates |
Superfast IT may adjust the priority if the business impact changes or following further investigation.
5. Target Response and Resolution Times
These targets apply to incidents and service requests logged by the Client. Proactively detected monitoring alerts are triaged to separate internal targets, and some request or administrative categories may fall outside SLA.
5.1 Response Times
The response time begins when a ticket is logged through an approved contact method.
| Priority | Target Response Time |
|---|---|
| P1 - Critical | Within 15 minutes |
| P2 - High | Within 30 minutes |
| P3 - Medium | Within 1 hour |
| P4 - Low | Within 4 hours |
5.2 Resolution Times
Resolution times reflect reasonable endeavours. Actual completion may depend on third parties, hardware replacements or Client availability.
| Priority | Target Resolution Time |
|---|---|
| P1 - Critical | Within 1 business day |
| P2 - High | Within 2 business days |
| P3 - Medium | Within 3 business days |
| P4 - Low | Within 5 business days |
Superfast IT will keep the Client informed of progress and of any changes to expected timescales.
6. SLA Clock and Pauses
Superfast IT will stop the SLA clock where an issue requires a case to be logged with a third party, including (without limitation) Microsoft.
Superfast IT will also pause the SLA clock where:
- the issue relates to Client-owned infrastructure outside Superfast IT's management; or
- Superfast IT has requested further information from the Client, or is waiting for actions to be carried out by Client staff.
The SLA clock resumes once the dependency is resolved.
7. Incident Escalation
Incidents are managed through Superfast IT's IT service management platform. Incidents that move outside SLA are escalated automatically as follows:
| Trigger | Role | Contact |
|---|---|---|
| Initial SLA breached | Support Manager | Adam Cash, adam.cash@superfast-it.com, 0121 309 0090 |
| SLA breached by 100% | Service Manager | Adam Cash, adam.cash@superfast-it.com, 0121 309 0090 |
| SLA breached by 200% | Managed Service Director | James Cash, james.cash@superfast-it.com, 0121 309 0090 |
8. Service Availability (Managed Services)
This section applies only to Services designated as managed services in the Order Form or SOW (for example managed cloud, managed security, managed backup).
8.1 Monitoring
Superfast IT monitors in-scope systems during the hours set out in the Order Form or SOW.
8.2 Availability Targets
- Superfast IT aims to maintain 99 percent availability of managed infrastructure under its direct control, excluding planned maintenance.
- Cloud service availability is subject to the provider's own SLA.
8.3 Planned Maintenance
Planned maintenance windows are scheduled outside business hours where possible. Superfast IT will notify the Client in advance unless emergency maintenance is required.
9. Request Fulfilment
Routine service requests such as new user setups, permissions changes, software installations and device onboarding are prioritised and handled to the response and resolution targets in section 5, subject to receiving all required information. Complex or project-level work is scoped and scheduled separately.
10. Exclusions
The following are outside the scope of this SLA unless included in the Order Form or SOW:
- work relating to unsupported or unmanaged systems;
- incidents caused by third party providers outside Superfast IT's control;
- major projects, migrations or infrastructure changes;
- on-site support unless specified;
- out of hours services unless purchased;
- restorations involving data not included in the defined backup scope; and
- delays caused by insufficient or inaccurate information from the Client.
Superfast IT may offer best-effort support where an issue falls outside scope.
11. Client Responsibilities
To enable Superfast IT to meet SLA targets, the Client must:
- report issues promptly using approved channels;
- provide accurate information and required access;
- maintain suitable connectivity and hardware;
- ensure users follow security and acceptable use policies;
- notify Superfast IT of business-critical periods or major changes; and
- maintain licensing, subscriptions and third party services unless otherwise agreed.
Where the Client does not meet these responsibilities, SLA performance may be affected without liability to Superfast IT.
12. Service Reporting
Superfast IT may provide periodic service reports, which may include ticket volumes by category, response and resolution performance, incident summaries, asset status and alerts, and recommendations for improvement. Report frequency is defined in the Order Form or SOW.
13. Service Reviews
Regular service review meetings may be held to review performance and trend data, discuss incidents and recommendations, identify service improvements, and review technical roadmaps. The frequency and attendees are defined in the Order Form or SOW.
14. Remedies and Limitations
14.1 SLA targets are based on reasonable endeavours and do not constitute a guarantee.
14.2 Failure to meet SLA targets does not constitute a breach of contract unless materially and persistently below standard.
14.3 Superfast IT is not liable for SLA performance issues caused by factors outside its control, including third party provider failures, power or connectivity issues outside the environment under management, out of scope systems, and Client delays or lack of information.
15. Continuous Improvement
Superfast IT continually reviews its service delivery processes, tooling and procedures to improve performance and efficiency. Enhancements may be introduced without adversely affecting previously agreed service levels.