SLA Summary – Service Level Agreement & Performance
Milnsbridge Managed IT Services publishes measurable SLA summary metrics and the methodology behind them. Our published figures are backed by raw data and a downloadable dataset.
Average Response Time
13 mins
Cases Resolved Within 1 Hour
98%
First Contact Resolution
87%
Priority SLA Table
| Priority | Enhanced Response | Growth Response | Core Response | Resolution Target |
|---|---|---|---|---|
| Critical (P1) | 15 minutes | 30 minutes | 60 minutes | 4 hours |
| High (P2) | 30 minutes | 60 minutes | 120 minutes | 8 hours |
| Medium (P3) | 60 minutes | 90 minutes | 180 minutes | 24 hours |
| Low (P4) | 90 minutes | 120 minutes | 240 minutes | 32 hours |
| Scheduled (P5) | 120 minutes | 180 minutes | 360 minutes | 40 hours |
Critical (P1)
Enhanced response
15 minutes
Growth response
30 minutes
Core response
60 minutes
Resolution target
4 hours
High (P2)
Enhanced response
30 minutes
Growth response
60 minutes
Core response
120 minutes
Resolution target
8 hours
Medium (P3)
Enhanced response
60 minutes
Growth response
90 minutes
Core response
180 minutes
Resolution target
24 hours
Low (P4)
Enhanced response
90 minutes
Growth response
120 minutes
Core response
240 minutes
Resolution target
32 hours
Scheduled (P5)
Enhanced response
120 minutes
Growth response
180 minutes
Core response
360 minutes
Resolution target
40 hours
