SERVICE LEVEL AGREEMENT (SLA)
Gaggo Ltd
Managed IT Services
Last Updated: [Jan-2026]
1. Purpose of This SLA
This Service Level Agreement defines how we deliver support, response times, priorities, and what clients can expect from our managed IT services.
This SLA applies to business clients only.
2. Support Hours
Our standard support hours are:
Monday to Friday: 9:00 AM – 5:00 PM (UK time)
Weekends & Public Holidays: Closed
Support outside these hours is not guaranteed unless specifically agreed in writing.
3. Support Channels
Clients can request support via:
• Customer portal (ticket system)
• Email
• Phone (for urgent matters only)
Portal-based support is preferred as it creates proper tracking, history, and accountability.
4. Issue Priority Levels
All requests are categorized into one of the following:
🔴 Priority 1 – Critical
Examples:
• Entire business system down
• Server failure
• Network outage
• Ransomware or active breach
• Email system unavailable
Target Response: within 2 business hours
🟠 Priority 2 – High
Examples:
• Multiple users affected
• Core business software unavailable
• Backup failure
• Security warnings
Target Response: within 4 business hours
🟡 Priority 3 – Normal
Examples:
• Single user issues
• Software errors
• Printer issues
• New device setup
• Account changes
Target Response: within 8 business hours
🟢 Priority 4 – Low / Requests
Examples:
• How-to questions
• Advice
• Non-urgent changes
• Planning
Target Response: within 1–2 business days
5. What “Response Time” Means
Response time means:
✔ Acknowledgment
✔ Ticket reviewed
✔ Initial diagnosis started
It does NOT mean the issue will be fully resolved in that time.
6. Resolution Times
Resolution times depend on:
• Complexity
• Third-party vendors
• Internet providers
• Hardware availability
• Client cooperation
We do not guarantee fixed resolution times.
7. On-Site Support
On-site support is provided when necessary.
Availability depends on:
• Location
• Engineer availability
• Severity
Travel time is not included in response time.
8. Client Responsibilities
For SLA to remain valid, the client must:
• Use supported systems
• Maintain licensing
• Provide access
• Keep credentials safe
• Inform us of changes
• Not bypass security
Failure to comply may result in slower resolution.
9. Exclusions
This SLA does NOT cover:
• Unsupported hardware
• Unsupported operating systems
• Pirated software
• Personal devices (unless agreed)
• Home user support
• Third-party outages
10. Abuse of SLA
Repeated misuse of emergency priority, abusive behaviour, or false critical claims may result in:
• Downgraded priority
• Support restrictions
• Contract termination
11. SLA Reviews
We may update this SLA to improve service quality. Clients will be notified of major changes.