Service Level Agreements

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

MFG’s Service Level Agreements

Here 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 confidence in us. Our Service Level Agreements (SLAs) are built around impact and urgency and represent our promise to deal with customers’ IT issues and requests within a certain timeframe.

Service Delivery KPIs

Each month we report on our SLA response time, as well as various other metrics. 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)


We determine our SLA response time by the priority assigned to your ticket. 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 or changes


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

Our Priority Matrix

Priority Examples


  • Priority 1 – Nobody in the 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 degraded (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?

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 December 2020
Number of Tickets Resolved
SLAs Met
Tickets Resolved in Under 1Hr
Happiness Factor
MFG Christmas Party 2019

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!

Tim Terry

Managing Director, Superstars

"Always go above and beyond"

I highly recommend MFG. They are professional, knowledgeable and always go above and beyond to help.

Emma Ruttle

Office Manager, Ellis Knight

"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.

Jim Roberts

Marketing Manager, Beaverswood

"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.

Kate Firth

Launchpad Reading


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!

Jo Woolley

Operations & Marketing Manager, Jones Robinson

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.