/SLA
(t)'s and (c)'s
We rarely quote from our Service Level Agreement (SLA) as we prefer to be approachable and accessible. However, it is important to be clear that, as you would expect, we triage support issues based on their severity, impact on the business, and how many staff members are affected. Below is a friendly reminder of what is included in the support contract signed at the point of onboarding regarding our target SLA's.
Last updated:
Dec 4, 2025
SUPPORT CLASSIFICATION
All requests and incidents will be triaged based on the information provided by the Customer to Meta Eagle. The Incident Classification Matrix set out below outlines the description, target response, target fault diagnosis, and target fix times for the associated incident priorities.
SEVERITY | PRIORITY | DESCRIPTION/EXAMPLE | TARGET RESPONSE | TARGET FAULT DIAGNOSIS | TARGET FIX TIME |
SEV 1 | Urgent | Total IT Failure – Entire organisation or location is unable to work – Business Critical | 1 Hour * | 1 Working Hour | 4 Working Hours |
SEV 2 | High | Failure of key application / Equipment – End user is unable to perform key tasks | 1 Hour | 4 Working Hours | 8 Working Hours |
SEV 3 | Medium | Intermittent Problem – Whilst Service impacting, the Customer is still able to continue | 5 Hours | 12 Working Hours | 2 Working Days |
SEV 4 | Low | Information or Admin Request | 1 Working Day | 2 Working Days | 5 Working Days |
Clarification Notes
Urgent Contact
It is recommended that with an Urgent system issue, an attempt is made to reach the support team via phone rather than utilising the normal ticketing system.
Resolution Times
Meta Eagle shall use reasonable endeavours to deal with all requests for support within the timescales specified within the Incident Classification Matrix set out above.
Please note that the times for resolution of such problems may be dependent upon third parties, information, or authorisation from the Customer, or other factors outside of our control.
Ticket Clearance
Meta Eagle will clear Helpdesk tickets in accordance with this Contract. An Incident or request will be considered to have been cleared where either:
It is corrected by either Meta Eagle or a third party, including the provision of a temporary fix.
Meta Eagle has investigated the Incident and, following initial fault diagnostic testing, indicates that an incident is not found, or is found to be the fault of another provider, and this has been confirmed to the Customer.