Service Level Agreements
Our Service Level Agreements (SLAs) determine how we respond to your IT requestsHere at MFG we understand our responsibility to high quality and timely IT support when you need it. Our Service Level Agreements (SLAs) details our commitment to our clients and define how we respond to your IT issues and requests.
MFG’s SLAs
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.
SLAs built around you!
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.
Standard Hours of Operation
- 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)
Priorities
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.
- P1 – 15 mins
- P2 – 1 Hour
- P3 – 4 Hours
- P4 – 8 Hours
- P5 – Request for information
Urgency
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
Impact
LOW – One Person has the Issue
MEDIUM – More than one person affected
HIGH – All users affected or entire organisation
Our Priority Matrix
Priority Examples
- Priority 1 – nobody in the entire organisation can send or receive emails (a major business process has stopped working and everyone is affected)
- Priority 2 – Internet access for the whole organisation is running a lot slower than usual (staff efficiency is negatively impacted and everyone is affected)
- Priority 3 – After the an upgrade for the company, some shortcuts to shared files have disappeared from user’s desktops (everyone is affected but there is an easy workaround for the time-being)
- Priority 4 – You cannot remember your login details and you’re not sure how to gain access to your workstation (your efficiency is lower but you’re the only person affected)
- Priority 5 – You are missing a shortcut to a shared folder, though you’re still able to save files to it by manually by navigating to the folder (only one person is affected there’s a straightforward workaround)
Priority Exceptions
The following are exceptions to our priority indicators
- Paid workshop repairs – what are dependent on supply of parts and require lead times for collections and returns.
- Quotes – we do our best to provide quotes as quickly as possible, but sometimes they take time for research
- Trivial Admin requests – Generally, we get plenty of advance notice and these requests are marked as not urgent.
Sound good?
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…
Why Choose MFG?
Our Service Desk KPIs
Here's how we performed in June 2020
990
Number of Tickets Resolved
99.4%
SLAs Met
As a Percentage
63.3%
Tickets Resolved in Under 1Hr
As a Percentage
95.45%
Happiness Factor
As a Percentage
People & Culture – The MFG Way
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.
MFG Company Culture
Here's what some of our customers say...
"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.
"Forward-thinking"
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!
Here's why you can trust MFG
Our Awards and Accreditations
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.