Service Level Agreement

Our commitment to uptime, response, and resolution.

Last Updated: 1 December 2024

1. Introduction

This Service Level Agreement ("SLA") is entered into by and between Peer 2 Peer IT Pty Ltd (ABN 55 668 013 072) ("Peer 2 Peer IT", "we", "us", or "Provider") and the client ("Client", "you", or "your") who has entered into a Managed Services Agreement or other service contract with us.

This SLA defines the service levels, response times, and support commitments that apply to our managed IT support services. This SLA should be read in conjunction with our Terms of Service.

2. Definitions

  • "Business Hours" means Monday to Friday, 8:00 AM to 6:00 PM AET, excluding NSW public holidays.
  • "Response Time" means the time between when an incident is reported and when a technician acknowledges and begins working on it.
  • "Incident" means any unplanned interruption to an IT service.

3. Support Hours

Our standard support desk operates:

  • Days: Monday to Friday
  • Hours: 8:00 AM to 6:00 PM (AET)
  • Exclusions: NSW public holidays

After-hours support is available for Critical incidents for clients with after-hours provisions.

4. Incident Priority Levels

In Plain English

P1 (Critical) means the whole company is down.
P2 (High) means a department is down.
P3 (Medium) means one person is down.
P4 (Low) means "I have a question."

Priority 1 - Critical30min Response

Complete business stoppage. Server down, internet outage affecting all users.

Priority 2 - High2hr Response

Major functionality impaired. Key app down for multiple users.

Priority 3 - Medium4hr Response

Single user unable to work. Printer issue. Workaround available.

Priority 4 - Low8hr Response

Minor issue, cosmetic bug, or general question.

5. Response Time Targets

We commit to the following response times for acknowledged incidents during Business Hours:

PriorityBusiness HoursAfter Hours*
Critical30 minutes2 hours
High2 hoursNext Business Day
Medium4 hoursNext Business Day
Low8 hoursNext Business Day

*Requires After-Hours support agreement.

6. Service Requests

Standard changes (non-incidents) have specific targets:

  • User Account Setup: 4 Business Hours
  • Software Install: 8 Business Hours
  • New Device Setup: 2 Business Days

7. Exclusions

This SLA does not apply to:

  • Issues caused by unauthorised changes by client
  • Force majeure events
  • Third-party service outages (e.g., ISP failure, Microsoft outage)
  • Hardware failures requiring vendor warranty parts