Learn what a good IT support SLA looks like in 2026, what to measure, and how London SMEs can keep providers honest.
IT Support SLAs: What London SMEs Should Demand (and How to Hold Providers Accountable)
Service Level Agreements (SLAs) are supposed to guarantee fast, reliable IT support—but not all SLAs are created equal. For London SMEs, the difference between a “paper SLA” and real-world performance can be huge.
Here’s how to understand, negotiate, and enforce an SLA that actually protects your business.
Amazing Support is a multi-award winning, Microsoft Partner and Cyber Essentials certified provider supporting SMEs across London, Greater London and Manchester.
1) What should a good SLA cover?
- Response time: how quickly your ticket gets acknowledged
- Resolution time: how quickly it gets fixed (or a workaround provided)
- Prioritisation: clear definitions for critical, high, medium, low issues
- Hours of cover: business hours, 24/7, on-site, remote
- Escalation path: what happens if the SLA is missed
2) What’s “realistic” for London SMEs?
- Critical (business down): response within 1 hour, resolution within 4 hours
- High: response within 2 hours, resolution within 8 hours
- Medium/Low: response same day, resolution within 1–2 business days
The best providers beat these targets and report on them monthly.
3) How to measure and enforce SLAs
- Demand monthly reporting (not just “on request”)
- Ask for anonymised stats from similar clients
- Insist on clear escalation contacts (not just a generic helpdesk)
- Include service credits or penalties for repeated misses
4) What to do if your provider isn’t meeting SLAs
- Raise the issue with your account manager, in writing
- Ask for root cause analysis and improvement plan
- Track improvements over time—don’t just accept apologies
If problems persist, it may be time to review your provider.
Quick FAQs
Are “guaranteed” SLAs enforceable?
Only if there are clear penalties or service credits—and you can measure performance.
What’s the most common SLA trap?
Vague definitions (“reasonable time”), no reporting, or no escalation paths.
Can we negotiate SLAs?
Yes—especially for larger or regulated SMEs.
We provide SLA-driven managed
IT support, with monthly performance reporting and clear escalation—so you always know where you stand. Get In Touch with us!
