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The Guide to Microsoft Teams Phone System
25 Jan, 2026
From
£20
Per user, per monthEssentials Package
- Monitoring
- Managed Anti-Virus
- Patch Management
- Scheduled Maintenance
IT Support with Guaranteed Response Times
Vague promises of "fast support" are not good enough. Cloudswitched provides contractually guaranteed response times backed by SLAs — so you know exactly when help will arrive.
15-Minute Critical
Business-critical issues receive a response from a qualified engineer within 15 minutes, guaranteed.
SLA Backed
Response times are defined in your contract with measurable targets and regular reporting.
Performance Tracked
Monthly reports show actual response times against SLA targets for full transparency.
Why Guaranteed Response Matters
When your email server goes down or a security incident is detected, you need certainty about when help will arrive. Many IT providers quote response times but fail to commit them contractually. Cloudswitched defines response times in your service agreement, measures them rigorously, and reports on them monthly. You always know where you stand.
What Sets Us Apart
Contractual Commitment
Our response times are not aspirational targets — they are contractual obligations documented in your service level agreement.
Tiered Severity
Response times are graduated by severity: 15 minutes for critical, 30 minutes for high, and 2 hours for standard. Every issue gets appropriate urgency.
Transparent Reporting
Monthly SLA reports show every ticket, its severity, response time, and whether the target was met. No hiding behind averages.
Our SLA Guarantees
15-minute response for critical severity issues
30-minute response for high severity issues
2-hour response for standard requests
Monthly SLA performance reporting
Escalation procedures for missed targets
Quarterly SLA review meetings
SLA-Backed IT Support Plans
From
£40
Per user, per monthAssurance Package
- Monitoring
- Managed Anti-Virus
- Patch Management
- Scheduled Maintenance
- Remote Support
- Dedicated Account Manager
From
£60
Per user, per monthUltimate Package
- Monitoring
- Managed Anti-Virus
- Patch Management
- Scheduled Maintenance
- Remote Support
- Dedicated Account Manager
- Onsite Support
Frequently Asked Questions
Our fastest guaranteed response is 15 minutes for critical severity issues — those affecting multiple users or causing business-wide disruption. This means a qualified engineer acknowledges and begins working on the issue within 15 minutes.
We use a clear three-tier severity model. Critical covers issues affecting the whole business or multiple users. High covers individual users unable to work. Standard covers non-urgent requests and questions. Severity is assigned at ticket creation and can be adjusted.
Missed SLA targets are flagged in our monthly reports and discussed in quarterly review meetings. Our contracts include escalation procedures and, where agreed, service credit provisions for sustained underperformance.
Standard SLAs apply during our core support hours. For businesses requiring guaranteed out-of-hours response times, we offer 24/7 SLA packages with defined targets that apply around the clock.
Yes. While our standard SLA tiers suit most businesses, we can create bespoke service level agreements for organisations with specific requirements. Custom SLAs are common for businesses in regulated industries or with mission-critical systems.
Free On Boarding worth up to £2,000!
Limited time offer - valid until 31/05/2026
Let's Talk About Your IT
Tell us your response time requirements and we will build an SLA that meets your expectations.
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