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
Total disruption to the Service Server is down, all users cannot work Remote support within one hour
A major inconvenience to the Service One user cannot work, PC down Remote support within two hours
A minor inconvenience to the Service PC running slow Remote support within one day
Total disruption to the Service, site visit required Server is down, all users cannot work Onsite support within one hour + travel time
A major inconvenience to the Service, site visit required One user cannot work, PC down Onsite support within two hours + travel time
A minor inconvenience to the Service, site visit required PC running slow Onsite support within one day + travel time

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.