---
title: Service Level Standards
description: Service level standards for client support incidents.
---

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## Service Level Standards

## **Standards**

When the client raises a support incident with Aabyss, or when Aabyss detects an issue with the client’s equipment, Aabyss will respond in a timely fashion.  In all cases, Aabyss will make its best efforts to resolve problems quickly, with respect to the impact on The Client’s business.

The times in the table below are how long Aabyss takes to reach the three milestones of any support incident.

|   | First Response | Resolution Plan | Resolution |
| --- | --- | --- | --- |
| Critical | 15 minutes | 1 hour | 4 hours |
| Standard | 1 hour | 4 hours | 2 days |
| Enhancement | 2 hours | 2 days | 5 days |
| Target | 95% | 90% | 85% |

#### Definitions

Critical – loss of service issue affecting majority of users  
              *example: server down, internet down, phones down, network down, key application down*

Standard – less serious issue affecting fewer users or a single user  
              *example: PC down, backup malfunction, application down, degraded performance, printing issues*

Enhancement – user guidance, change requests  
              *example: setup new user, configure new printer, set up Out of Office, change WiFi access *

First Response – a member of Aabyss’ team has begun working on the incident.  
Resolution Plan – a plan of how to resume service has been established.  
Resolution – action taken to resolve the incident.  Systems operational.

#### ABOUT AABYSS

We are commercially focused technology strategists who help clients outperform their competitors through proven leadership, management and support.

We make informed IT decisions to simplify your technology needs and support your growing business.

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T: 0151 733 3223  
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#### SHEFFIELD OFFICE

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Thorncliffe Park Estate   
Newton Chambers Road  
Sheffield

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T: 0114 361 0062  
E: [hello@aabyss.uk](mailto:hello@aabyss.uk?subject=Website%20Enquiry)

 

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