Service levels
Priority-based SLAs& transparent reporting
Clear priorities, response targets and a monthly report you can forward straight to your clients.
Priority matrix
Response targets
| Priority | Definition | Response target |
|---|---|---|
| P1 Critical | Business down / security incident | 15 min |
| P2 High | Team or key system impaired | 30 min |
| P3 Medium | Single user, workaround exists | 1 hr |
| P4 Low | Requests & how-to | 4 business hrs |
Proposed tiers. Final SLAs are agreed per partner.
Every month: SLA report, CSAT, top issues and recommendations. QBR every quarter.
Monthly partner report · sampleIllustrative
412Tickets
96%SLA met
4.8/5CSAT
38 minAvg. response
<1 hrResponse target
99.9%Uptime target
24/7Coverage
L1→L2Escalation by runbook
Next steps
Let's build your invisible team.
Start with a 30-minute scoping call and a free 5-ticket pilot. Month-to-month, no lock-in.
0130-min partner callScope, tools & SLAs
02Free M365 health auditSecure Score baseline
035-ticket pilotSee the quality first