Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the service standards provided by Fairlight IT to clients receiving contracted IT support services. This SLA forms part of, and should be read alongside, our Terms and Conditions.

1. Scope of SLA

This SLA applies only to contracted support packages (Home Office, Business, Enterprise).
Pay-as-you-go services are provided on a reasonable endeavours basis and are not subject to guaranteed response times.

2. Support Hours

Unless otherwise agreed in writing, our standard support hours are:

Monday to Friday
09:00 – 17:00
Excluding UK public holidays

Out-of-hours support may be available by prior agreement and may incur additional charges.

3. Incident Priority Levels

Support requests are prioritised based on impact and urgency:

Priority 1 – Critical

Complete system outage
Server down
Business operations unable to continue

Target Response Time: 4 business hours

Priority 2 – High

Major functionality impaired
Multiple users affected
No reasonable workaround available

Target Response Time: Same business day

Priority 3 – Medium

Single user affected
Partial loss of functionality
Workaround available

Target Response Time: 24–48 business hours

Priority 4 – Low

General queries
Minor issues
Advice or “how-to” requests

Target Response Time: 48–72 business hours

4. Response vs Resolution

Response Time refers to the time taken to acknowledge and begin work on a request.
Resolution Time is not guaranteed and depends on issue complexity, third-party dependencies, and client cooperation.

5. Client Responsibilities Under SLA

To enable us to meet SLA targets, clients must:

Provide accurate issue descriptions
Grant timely system access
Maintain supported systems and backups
Ensure users are available when required

Delays caused by missing information or access may pause SLA timers.

6. Exclusions

The SLA does not apply to:

Third-party outages (e.g. internet providers, cloud platforms)
Unsupported or end-of-life systems
Issues caused by hardware failure, misuse, or unauthorised changes
Force majeure events

7. SLA Review & Changes

We reserve the right to amend SLA targets with reasonable notice. The latest version published on our website shall apply.