Call 01494 866668

    Our response targets and support hours

    Our service levels explain how covered support requests from small businesses are prioritised. Remote support starts from £25 per user per month, with the agreed targets set out in your written contract.

    Monthly starting prices exclude VAT and are based on a 3 year term billed monthly. Shorter terms cost a little more. Your price is confirmed in a written quote.

    What is included

    • Standard support hours: Monday to Friday, 08:30 to 17:30, excluding UK bank holidays.
    • Response targets based on incident impact and the agreed service.
    • A clear distinction between initial response and resolution.
    • Separately agreed arrangements for site visits and out-of-hours help.

    Who it is for

    Owners comparing support agreements and staff deciding how urgently to report a problem.

    Incident priorities

    PriorityResponse targetExample
    Fatal30 minutesA business-critical service is unavailable and work has stopped.
    Severe45 minutesA serious problem affects several people, with only a limited workaround.
    Medium60 minutesOne person cannot use an important application.
    Minor180 minutesA routine request or a small issue with a practical workaround.

    Examples illustrate impact; your agreement determines priority and coverage. A response acknowledges and assesses a request. It is not a promise that a fault will be fixed within the same period.

    How it works with us

    1. Report the issue through your agreed support route.
    2. Include the affected service, people, impact and any safe workaround.
    3. We assess priority against your agreement.
    4. We respond and agree next steps, including supplier involvement where needed.

    Questions about this service

    Are these fix times?

    No. They are initial response targets.

    Do targets apply all night?

    Standard support hours are Monday to Friday, 08:30 to 17:30, excluding UK bank holidays. Any other arrangement must be agreed separately.

    What if a supplier is down?

    We assess the effect and help with available continuity options. The supplier controls restoration of its own service.

    Is security monitoring the helpdesk?

    No. Our security partner's analysts provide contracted 24x7 security monitoring. That does not create a 24 hour Cloud Smart helpdesk.

    Related information

    Talk to us about your business

    Call 01494 866668

    Prefer us to contact you? Request a call back.

    CallEnquire