Our Service Level Agreement
Specific commitments, not vague promises. We put our money where our mouth is — if we don't meet our targets, that ticket is on us.
If we don't respond within 4 hours during business hours, that ticket is free.
If we don't respond within 1 hour, that ticket is free. 24/7 for critical issues.
If we don't respond within 15 minutes, that ticket is free. 24/7/365 with dedicated engineer.
We track every ticket to closure. If an issue requires vendor escalation, we manage it end-to-end and keep you updated every 4 hours.
If your monitored systems fall below 99.9% uptime in a month due to our error, we credit 10% of that month's service fee.
For issues that can't be resolved remotely, we aim for same-day onsite in Ipswich, Springfield, and Toowoomba. Next-business-day for all other SE QLD regions.
What's Monitored 24/7
We don't just wait for you to call. Our systems watch yours around the clock.
What "Free Ticket" Means
Our guarantee is simple: if we miss our response-time target, we don't charge for that support ticket. No fine print, no arguments.