Managing expectations is part of our culture at MFG. It’s important for us that our customers know what to expect from us, so that they have full confidence in us. These expectations are set using our Service Level Agreements (SLAs), which have been built around two key factors, urgency, and impact. This represents a promise to deal with customers’ IT issues and requests within a certain timeframe. It is really important to us that our clients understand the service terms in their contract.
Each month we report on our SLA response time within our Service Desk updates, as well as various other metrics like customer happiness and tickets closed in under an hour. Our SLA KPI helps us to monitor and ensure we’re meeting and exceeding our clients expectations.
Simply input your email address to download our SLA Guide,
which details everything you need to know…
The First Response SLA is the maximum time before one of our Service Desk Engineers will update you that the ticket has been accepted and that they are now reviewing the incident or request.
The Resolution Plan SLA is the maximum time before you can expect a meaningful update or fix to your incident.
Our standard business hours are 8am to 6pm (GMT/BST), Monday to Friday, excluding public holidays for England.
Some clients have extended hours covering weekends (out-of-hours of support)
LOW – there’s a simple workaround and this is not an issue that stops the user from working
MEDIUM – service is reduced, but there is feasible workaround
HIGH – the issue is critical and it’s affecting a major business service
LOW – One user has an issue
MEDIUM – More than one user is affected
HIGH – All users affected
The following are exceptions to our priority indicators