Service Level Agreements

Our Service Level Agreements (SLAs) determine how we respond to your IT requests

MFG’s Service Level Agreements

At MFG, we understand our responsibility to provide high quality and timely IT support when you need it. Our Service Level Agreements (SLAs) details our commitment to our clients and defines how we respond to your IT issues and requests.


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.

Service Delivery KPIs

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.

Download our SLA Guide

Simply input your email address to download our SLA Guide,
which details everything you need to know…

    First Response & Resolution Plan

    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.

    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)

    Our Priority Matrix


    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

    Priority Examples & Exceptions:

    Priority Examples


    • Priority 1 –There is a major IT issue affecting everyone, such as not being able to send or receive emails and a workaround is not available.
    • Priority 2 – There is an IT issue affecting everyone, such as: Internet access for the whole organisation is intermittent or slow but you are still able to work.
    • Priority 3 – Your desktop email client isn’t loading new emails; however you can access your emails via your web browser. Everyone is affected but you have a work around.
    • Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected).
    • Priority 5 – Any type of request for information that is not incident related.

    Priority Exceptions

    The following are exceptions to our priority indicators

    • Paid 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 as they require investigation.
    • Admin requests – Generally, we get plenty of advance notice and these requests are marked as not urgent. For example, Invoice or account queries.

    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.

    Managed Support Plan Fundamentals Support Plan

    Why Choose MFG?

    Fully customised service

    We provide a fully customised IT support package to suit your organisation’s needs, whether you’re an SME in need of a fully managed IT solution, or an existing internal IT department that needs a little extra support.

    Industry leading tools

    We only use the industries best, tried and tested tools – from remote monitoring and access tools, to support tools, we’re continually reviewing them in order to allow us to provide the best level of service.

    5-star customer support

    MFG are proud of their 5-star customer rating. Our goal is to ensure the success of our clients' businesses. We have a range of case studies, testimonials and references available.


    MFG have achieved their ISO 27001 accreditation and is a Microsoft Silver Competency partner who has invested time in training our staff in these services and technologies.

    Our Service Desk KPIs
    Here's how we performed in November 2021
    Number of Tickets Resolved
    First Response SLA
    Resolution Plan SLA
    Happiness Factor

    Here's why you can trust MFG

    Our Awards and Accreditations

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