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For clarity, the term “response time” refers to the wait period between initially notifying our Help Desk and the initial call from an engineer.

This is distinct from “resolution time”, which could vary from a few minutes to days or weeks depending on the complexity and priority of the request.

A standard business day is defined as 8:30 am – 5:30 pm weekdays, excluding Victorian public holidays.

Under certain circumstances we are able to provide guaranteed resolution times for critical elements of your IT infrastructure if required. Typically this requires us to hold spare equipment on-site and keep one or more of our engineers on standby. For most organisations this is cost prohibitive.

Generally we believe that implementing solid Business Continuity and Disaster Recovery plans is a better option.