Service Level Agrement
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.
First Response Resolution Plan Resolution
Critical – 15 minutes 1 hour 3 hours
Urgent – 30 minutes 2 hours 4 hours
Standard – 1 hour 4 hours 24 hours
Change – 2 hours 24 hours 2 days
Target – 98% 95% 92%
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.
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We strive to give a great service each and every time for all our valued clients no matter how large or small, service is key, and nothing less than the best will do, we always go the extra mile……
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.
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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 Ethos and Core values
Take Your Business to the next Level
J700 Group has 25+ Years experience in providing IT Support, Technology, Telecoms & Website Solution for Businesses