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SLA - Service Level Agreements
All CCCit recurring service contracts come with a dedicated SLA. The table below outlines SLA terms, together with some examples of the SLA in practice:
| Issue | Example | Response | SLA (Remote) | SLA (Remote+) | SLA (Complete Onsite) |
| Time to answer call | Support call | Within 30 minutes |  |
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| Total disruption to the Service | Server is down, all users cannot work | Remote support within one hour |  |
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| A major inconvenience to the Service | One user cannot work, PC down | Remote support within two hours | |
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| A minor inconvenience to the Service | PC running slow | Remote support within one day | |
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| Total disruption to the Service, site visit required | Server is down, all users cannot work | Onsite support within one hour + travel time | |
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| A major inconvenience to the Service, site visit required | One user cannot work, PC down | Onsite support within two hours + travel time | |
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| A minor inconvenience to the Service, site visit required | PC running slow | Onsite support within one day + travel time | |
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Whenever a CCCit customer calls CCCit to raise a support call, they are given an anticipated response time: In most cases, regardless of the issue, we arrive on site well in advance of our advertised SLA. However, the stated response times above are the maximum applicable times we offer.