Service Level Agreement

People. IT. Business.

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Customer service is the most important aspect of our business, and we want to be there whenever and wherever you need us.

From the smallest local requirement to the largest multi-national opportunity, all our work is completed to the highest possible standards with safety and professionalism in the forefront of our minds.
Please get in touch using our support page on our website.

Head Office

28 Lowther Street, Whitehaven, Cumbria, CA28 7DJ, United Kingdom

Email Support

support@prime-potential.co.uk
clientservices@prime-potential.co.uk

Let's Talk

Phone : 0800 229 4059

Office Hours

Monday – Friday
8:30 AM – 5:00 PM

Our Service Level Agreements

Prime Potential are pleased to be appointed as your IT Engineers/Technicians for your company. In this letter, we set out our terms of Service Level Arrangements (SLAs) with you as your IT Engineer/s. A contract, as in Annex B, should accompany your SLA plan, which will have been issued to your business at the commencement of the contract.

We will provide you with professional service and advice in accordance with your contract between you and us as the supplier of the service.

We will not be responsible for any related costs to the service, such as replacement of equipment due to failures and damages. We will not be responsible for the purchase or payment of your licenses as a company; we are just there to manage them and ensure that they are working efficiently.

At Prime Potential we have a priority matrix active within the company at all times, with clear priority markings alongside our target response times. Prime Potential cannot guarantee that target times for response will be met at all times, as this depends on business need, and your service ticket will always be triaged by a senior technical engineer before it is to be assigned to our engineers.

Service Level Matrix

PRIORITY	EXAMPLES	GUARANTEED RESPONSE TIMES	TARGET RESPONSE TIMES

Critical	Your Main Server is offline, and all users are unable to work.	1 Hours	15 Minutes
	One of your Network Switches has failed and stopped half the users from working.
	A VPN link between 2 x offices is offline causing one office to be unable to work.
High	Your Internet Connection is offline; users can still work locally OK	2 Hours	1 Hour
	Your CEO’s computer has stopped working and they have an urgent task
	Your main Accounting Software has stopped working and is unavailable
Normal	A user’s desktop is making a strange noise	4 Hours	2 Hours
	One of the main printers is not working, but users can print to another one
	A user is having problems connecting to the Wireless network
Low	Printing is slower than normal	8 Hours	4 Hours
	A single user is unable to scan documents
	A user needs a program installed on their computer or Laptop
No Priority	Pro-Active Maintenance of systems, including Software Updates	N/A	N/A
	New User Setup and Configuration
	New Computer or Laptop Installation and Configuration