Our response targets and what the priorities mean
Updated 10 November 2026 · How we work
The response times we hold ourselves to on a managed plan, by priority, and how we report against them.
Priorities
| Priority | What it looks like | We aim to respond within | We aim to fix within |
|---|---|---|---|
| Urgent | The business cannot operate and there is no workaround: nobody can sign in, ransomware, a site-wide outage. | 1 hour, around the clock for clients on a managed plan | 4 hours |
| High | Several people are blocked, or one person cannot do the main part of their job. | 2 working hours | 8 working hours |
| Normal | One person is slowed down, a question, a change request, a new starter. | 4 working hours | 24 working hours |
| Low | Cosmetic issues, nice-to-haves, and projects or upgrades with a date already agreed. | 8 working hours | 40 working hours, or as scheduled |
"Respond" means a person has looked at the request and told you what happens next, not an automatic acknowledgement. The fix target is when we aim to have you working again, with a workaround if the full fix takes longer. These are the targets we work to and report against, not a guarantee; anything we have committed to contractually is set out in your service agreement.
Reporting
Your monthly report lists every request, its priority, when it came in, when we responded and when it was closed, with any targets we missed called out and explained. If the same problem keeps coming back, the report says what we are doing about the cause.
Working hours
Monday to Friday, 8 am to 6 pm Pacific, excluding statutory holidays. Emergency cover outside those hours is part of the managed plan; other after-hours work is agreed in advance at the after-hours rate in your agreement.
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