Priority SLA
Fast-track every ticket with a guaranteed response in under an hour.
Turn on or off with 10 calendar days' notice
Priority SLA is an add-on for service packages. It compresses your response times to under one hour and moves your tickets to the front of the queue, so urgent work gets attention immediately.
Who it's for
- Businesses where downtime directly costs revenue.
- Clients who need guaranteed, fast responses on every ticket.
What's included
Every task is measured in Value Units, so you only ever pay for the level of expertise a job actually needs.
Your SLA is compressed to under one hour across all ticket types.
Your tickets jump the queue, ahead of standard-priority work.
How the VU pool works
So there are no surprises, here is exactly how this option behaves and where its limits are.
- Priority SLA is available on service packages only. It is not available on Top Up or Prepaid.
- It adds 30% to your base package price and does not add extra Value Units.
- Your VU pool is still consumed at the normal rate, so service still pauses when the pool is depleted.
- You can turn the add-on on or off with 10 calendar days' notice.
Need something different?
These are our standard arrangements. Every business is different, and we can tailor the details to suit yours, including VU allocations, response targets, included services and add-ons. Talk to us and we will put an agreement together that fits.
Talk to usReady to get started?
Place a service order online, or talk to us first and we will help you choose the right fit.