SLA = Service Level Agreement — a written promise about response/resolution times. Coreitech commits to 15-minute critical response in every contract. Ensure your IT provider has written SLAs. 0203 834 9728.
UNDERSTANDING
IT SLAs
Contracts That Matter
Service Level Agreements are written promises — response times, resolution times, and penalties for missing them. Don't accept IT support without an SLA. Learn what to look for.
Essential SLA terminology
you need to know
Response Time
How quickly the provider acknowledges your issue and starts working. E.g., 15 minutes.
Resolution Time
How long until the issue is fully fixed. E.g., 4 hours. Usually longer than response.
Uptime Guarantee
Percentage of time systems are operational. E.g., 99.9% uptime = only 43 minutes downtime/month.
Severity Levels
Classification of issues. Critical = business down. High = major impact. Standard = minor. Low = cosmetic.
SLA Credit
Refund or discount if SLA is missed. E.g., 5% of monthly fees if critical SLA missed once.
Business Hours SLA
Response time during work hours only (9–5). Out-of-hours may have different (slower) SLAs.
Written SLA vs
no SLA
| Factor | With Written SLA | No SLA |
|---|---|---|
| Response Time | 15 min critical — guaranteed | Best effort — no commitment |
| Your Recourse | Service credits if missed | Nothing — no remedy |
| Quality Incentive | Provider motivated by penalties | No motivation for speed |
| Enforceability | Written obligation — contractual | Verbal promise — unenforceable |
| Escalation | Clear escalation procedures | No escalation path |
| Reporting | Monthly SLA performance reports | No accountability |
IT SLAs —
questions answered
Q.What is an SLA?
An SLA (Service Level Agreement) is a written commitment from an IT provider about response and resolution times for incidents. For example, Coreitech's 15-minute critical response SLA means we commit to responding to critical issues within 15 minutes — and it's written into the contract as an enforceable obligation.
Q.What's the difference between response time and resolution time?
Response time is how quickly someone acknowledges your problem and starts working on it (e.g., 15 minutes). Resolution time is how long until it's fully fixed (e.g., 4 hours). Most SLAs focus on response time — the fix itself depends on complexity.
Q.What's the typical IT SLA?
Professional IT providers commit to: Critical issues — 15–30 minute response, 4-hour resolution. Standard issues — 4-hour response, same-day resolution. Non-urgent — next-business-day response. Always verify SLAs are written into contracts — aspirational targets don't count.
Q.What if a provider misses their SLA?
If written into a contract, you can claim SLA credits — typically a percentage of that month's fees. Coreitech includes service credits in SLA misses. If there's no written SLA, there's no recourse — always get SLAs in writing.
Q.Why do some providers refuse to commit to SLAs?
Because they can't reliably meet them. Coreitech commits to 15-minute critical SLAs because we have the team, infrastructure, and processes to deliver. Providers without SLAs are admitting they can't guarantee response times.
Q.Is a faster SLA always better?
Not necessarily — 15-minute response is fast. 30-minute response is still professional. What matters is: (1) The SLA is written in the contract, (2) It's realistic for your issue type, (3) There are penalties for missing it, (4) It's enforced consistently.
Get IT support
with guaranteed SLAs
Coreitech commits to 15-minute critical response SLA in every contract. Written, enforced, with service credits for misses.