Managing expectations is part of our culture at MFG. It’s important for us that our customer know what to expect from us so that you have confidence in us. Our Service Level Agreements (SLAs) represent our written promise to deal with your IT issues and requests within a certain timeframe.
Our SLAs highlight our well-rehearsed process for providing IT support. Our SLAs set our clients’ expectations, eliminate any confusion and enhances the success of our working relationship.
MFG build their SLAs around each clients’ specific needs; depending on the number of hours cover you require and priority weighting of your request.
SLAs are also built around extended hours of cover, how quickly you require a response and can also differ depending on the equipment we support. Each month we report on our SLA response time, calculated on the percentage of first responses met within client agreed response time (for all our managed service clients as a whole). Our SLA KPI really helps us to ensure we’re meeting our customers targets and meeting their expectations.
Our SLAs timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us.
LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
HIGH – the issue is critical and one or more major business processes are stopped
LOW – One Person has the Issue
MEDIUM – More than one person affected
HIGH – All users affected or entire organisation
The following are exceptions to our priority indicators
Having a managed IT support plan in place is critical for reaching your goals in the ever evolving and competitive modern business landscape. Get in touch to speak to a member of our sales team…
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Here at MFG, we believe there is no other IT company that offers the level of service that we provide to clients – on top of that, we’ve created an awesome lifestyle for our staff to reward the people who make MFG so great. Working at MFG means being part of a proud family and a thriving culture.
"A great company with a positive attitude!"
I have used MFG for over 4 years and their service is always first class. They are extremely quick at resolving any issues and will go above and beyond. I recently needing something resolving on a Friday evening, and they were able to accommodate this. A great company with a positive attitude!
"Always go above and beyond"
I highly recommend MFG. They are professional, knowledgeable and always go above and beyond to help.
"You always get a friendly warm attitude"
Been using MFG for over 10 years which is always a good sign, the team are responsive to your needs particularly the people on the support desk no matter how big or small the problem - you always get a friendly warm attitude.
"They go above & beyond"
MFG are supportive and reliable; they go above & beyond to understand what we need and to find the best solution for our needs.
Jones Robinson have used MFG for many years and have developed a great relationship with them. They're very patient with our many requests, professional at all times and proactive. Forward-thinking and always looking to improve their processes - would highly recommend!
MFG have achieved their ISO 27001 accreditation. By gaining the ISO 27001 status, MFG have been able to secure information in all its forms, increase their resilience to cyber attacks, and thus, are well positioned to offer practical advice on more advanced cyber security strategies.
On top of that, we’re a Microsoft Silver Competency partner who has invested time in training our staff in these services and technologies.