Service Level Agreement

The times in the table below are the maximum length of time J700 Group aims to take to reach the three milestones of any support incident.

Status
First Response
Resolution Plan
Resolution
Critical 15 minutes1 hour3 hours
Urgent30 minutes2 hours4 hours
Standard 1 hour4 hours24 hours
Change2 hours 24 hours2 days
Target 98% 95%92%

Definitions


Critical – loss of service issue affecting the majority of users example: server down, internet down, phones down, network down, key application down.

Urgent – loss of service issue affecting some users example: service down, internet slow, phones intermittent, network issues, key application issue.

Standard – less serious issue affecting fewer users or a single user example: PC down, backup malfunction, application down, degraded performance, printing issues.

Change – user guidance, change requests example: setup new user, configure new printer, set up Out of Office.

First Response – a member of the J700 Group team is now working on the incident.

Resolution Plan – a plan of how to resolve the issue has been established.

Resolution – the issue has been resolved and all systems are fully operational.

Our Ethos and Core Values

Client Focus

We deliver exceptional service, every time and adapt to your changing business needs

Integrity

We build relationships with our clients based on trust, integrity and reliability of IT services we provide.

Excellence

We understand your business needs to help maximise your business performance

Performance

We work with our customers to utilise IT to improve their businesses performance.

Add Value

We aim to add value to the service we provide our customers at every stage and go the extra mile

Consultive

We’re adopt a consultative, friendly & personable approach to ensure they get the service best suited to their business needs

Service

J700 Group deliver exceptional IT service, every time and adapt to your changing business needs

Support

We provide the right advice, guidance and service delivery and add value at every stage

Experience

We aim to prevent IT issues from occurring and solve them immediately if they do

Get To Know Us Better

About Us and Our Mission

Our main company motto is ‘We Care‘, we firstly care about our customers and want to give them the best possible service for the best price, secondly, we care about IT.

We would love to work with you and be given the opportunity to demonstrate just how much of a difference we can make to your business.

We are Passionate

All J700 Group’s employees are passionate about IT, it’s their job and their hobby and something they also spend a lot of their spare time doing.

Our Managing Director has over 25 years of experience working in senior IT positions across numerous sectors and uses this knowledge to help and advise companies on their IT strategy.

Our Directors