Service Level Agreement

Response times are a first response, meaning a real person acknowledging your issue and starting work, not a promise that it is fixed by then. All times are business hours (Mon–Thu 08:00–17:00, Fri 08:00–16:00); the clock stops outside them.

Swipe the table sideways to compare plans →

	Basic R2,000/pm	Pro R3,500/pm	Enterprise R5,000/pm
First response	4 business hours	2 business hours	1 business hour
Work starts (normal issue)	Next business day	Same business day	Same business day
Business-down issue	2 business hours	1 business hour	1 business hour, on-site if needed
On-site support	Not included	1 visit per month; extra visits at standard rate	As per plan (2x per week)
After-hours	Double rate, best effort	Double rate, best effort	Double rate, priority

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How it works

First response, not resolution. We commit to acknowledging and starting work within the times above. Fix times depend on the issue.
Business-down issue means an outage or incident that stops your business from working, such as a network or server failure, or a suspected ransomware or security incident. These are prioritised ahead of normal requests on every plan.
Business hours are Mon–Thu 08:00–17:00 and Fri 08:00–16:00, excluding public holidays. The response clock only runs inside these hours.
How to log an issue: call or WhatsApp 071 673 5575, or email us. A call is fastest for anything urgent.
New enquiries from prospects are answered within 2 business hours.

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Good to know

Response times assume your systems meet our Minimum Standards.
Work outside your plan (projects, new installations, hardware replacement) is quoted separately.
This page is a summary. Your signed Managed Services Agreement and our Terms & Conditions are the binding documents.

Service Level Agreement

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