Our Service Level agreements

At Concept IT, we understand that reliable and efficient IT services are crucial for the success of your business. That’s why we offer comprehensive Service Level Agreements (SLAs) tailored to your specific needs, ensuring you receive the highest quality of IT support and service. Our SLAs are designed to provide peace of mind, knowing that your IT infrastructure is in capable hands.

Unlike other companies, our agreements are based on the impact of an issue on your business, rather than what is wrong. We clearly outline our commitment to response times, resolution timeframes, and service availability, so you can rest assured that any issues or challenges will be addressed promptly and professionally.

Our dedicated service team is here to support you from Monday to Thursday, 8.30 am to 5.30 pm, and Friday, 8.30 am to 4.30 pm. You can contact our engineers by phone, email, or through our client portal – whichever is most convenient. Additionally, our monitoring system runs in the background 24/7, 365 days a year, ensuring your systems run smoothly.

We’re passionate about looking after our clients and our service team is determined to provide you with the best possible results. Our first promise is always the one-hour call-back. Within one hour of you getting in touch, we will call you back to let you know what we plan to do – and when we will do it.

Our SLAs are not just legal documents; they are a testament to our commitment to delivering exceptional service and supporting you every step of the way. We value our partnerships and strive to build long-lasting relationships based on trust and mutual understanding.