See the expected response and resolution times for different IT issue severities under Cloudswitched SLA tiers — and find the right package for your business.
| Severity | Essentials (from £20) | Assurance (from £40) | Ultimate (from £60) |
|---|---|---|---|
| Critical System down | 4hr response 8hr resolution | 1hr response 4hr resolution | 15min response 2hr resolution |
| High Major impact | 8hr response 24hr resolution | 2hr response 8hr resolution | 30min response 4hr resolution |
| Medium Partial impact | 24hr response 48hr resolution | 4hr response 24hr resolution | 1hr response 8hr resolution |
| Low Minor issue | 48hr response 72hr resolution | 8hr response 48hr resolution | 2hr response 24hr resolution |
Response times are maximum SLA targets — actual response is often faster. Resolution times are business-hours targets and depend on issue complexity. All prices per user, per month, excluding VAT. Contact Cloudswitched for a tailored SLA.
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For critical issues like full network or server outages, a strong SLA guarantees a response within 15 to 60 minutes, with resolution targeted inside 4 hours. Lower-priority issues, such as a single user's printer fault, typically allow 4 to 8 business hours for a first response under most standard UK contracts.
Response time is how long it takes support to acknowledge and start working an issue; resolution time is how long until it is actually fixed. A provider might respond in 30 minutes but take several hours to resolve a complex server problem, so it is worth checking both figures, not just the headline response promise.
Most providers use a tiered model: Priority 1 (critical, business-wide outage), Priority 2 (major, affecting a department or key system), Priority 3 (moderate, single user impacted), and Priority 4 (low, minor requests or queries). Each tier carries a different guaranteed response and resolution window within the support contract.
Generally yes — premium SLA tiers pay for guaranteed faster response windows, priority queuing, and often a dedicated technician. However, faster is not always necessary for every business; a company running standard office applications with no critical uptime need may be paying extra for speed it rarely uses. This estimator helps match SLA tier to actual risk.
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