Every request tracked, prioritised, and resolved to a standard. Here's exactly how we work — and what you can expect from us.
All support requests must be submitted via an official channel. Requests outside these channels are not covered by SLA response times.
Priority is assigned by nFinite IT based on business impact — not by the urgency of the request. Targets apply to SLA clients during business hours.
| Priority | Definition | Response | Resolution |
|---|---|---|---|
| ● Critical | Full outage — business completely stopped | 30 min | 4 hours |
| ● High | Major disruption, limited workaround | 1 hour | 8 hours |
| ● Medium | Single user or non-critical system affected | 4 hours | 1 business day |
| ● Low | Minor, non-urgent or cosmetic | 1 business day | 3 business days |
Response = acknowledgement and work commencement. Resolution times may vary based on complexity, third-party dependencies, or parts availability.
Your level of service coverage determines how quickly your requests are prioritised and resolved.
SLA support covers break-fix, troubleshooting, and maintenance within your contracted scope. The following require a separate quote before work commences.
Devices requiring workshop repair or assessment. Timelines are dependent on hardware availability, parts lead times, and diagnostic complexity.
If your issue is not progressing as expected, or you are dissatisfied with the response, use the path below. Escalation does not change priority classification.
Available for Critical and High incidents only. Additional charges apply.
We actively measure performance against SLA targets. Where we fall short, we'll tell you before you have to ask.
A smooth support experience requires cooperation on both sides.