Service level agreements
How We Measure Service Delivery
GCIT commits to binding SLAs with defined response times, resolution targets, and service credits. Every managed client gets transparent reporting on how we’re tracking, not just a promise that we’ll be responsive.
ISO 9001 Quality Management. ISO 27001 certified.
Response & resolution targets
Priority-based SLA framework
Every issue is classified by business impact. Response and resolution targets are tied to priority level, with defined escalation paths and update cadences.
Escalation & communication
Clear escalation paths and proactive updates
One of the most common complaints we hear from businesses leaving their previous IT provider is a lack of communication. Tickets go silent. There’s no way to know if someone is working on the issue or if it’s been forgotten.
At GCIT, every ticket gets proactive updates at the cadence defined by its priority level. If a P1 critical issue isn’t resolved within the target window, it automatically escalates. You never have to chase us for a status update.
Clients have access to a self-service portal where they can log tickets, track progress, and view resolution history. Key contacts can also reach our team directly by phone, email, or Microsoft Teams.
Escalation framework
1
Tier 1: Service Desk
First contact resolution for common issues. Phone, email, portal, or Teams.
2
Tier 2: Senior Technician
Complex issues requiring deeper investigation or specialist knowledge.
3
Tier 3: Technical Lead / CISO
Security incidents, infrastructure failures, or vendor coordination.
4
Account Manager
Your direct escalation point for service concerns, SLA discussions, or strategic issues.
Transparent reporting
Current reporting, with time to review the detail
Your GCIT portal provides regularly refreshed reporting and ticket visibility between reviews. Monthly operational reports and quarterly executive reviews give us time to assess what happened, agree priorities and plan improvements under your service agreement.
Reports cover service performance (response and resolution against SLA), security events and risks, patch compliance, backup and recovery status, customer satisfaction, and recommended improvements. For organisations with compliance requirements, these reports provide documented evidence of your IT governance.
97%
Service satisfaction (SmileBack, managed services, 2025)
5.0
Google rating from 166 reviews (as at October 2026)
72%
First contact resolution
Daily
Reporting refreshes
Transparent reporting, in practice
See the reporting for yourself
Your portal shows support activity for the month so far and retains reviewed monthly reports. Support & resolution explains the work recorded in the selected period. Tickets lets you follow open requests and recent updates.
- Requests resolved, with the median time to resolve them in business hours and how quickly a person first responded.
- Engineer hours logged against your account, requests by priority and type, and anything still open.
- Every request listed, so you can open the list and see each one, not just a count.
- Ask a question on the section, or send feedback or a correction, and our team replies to feedback in the portal.
1.2 business hours was the median time to resolve a request in September 2026, across 1,018 timed requests in the reports we sent.Pooled median of resolved requests with a recorded business-hours clock. Business hours, not elapsed time. Not an SLA measure.
Continuous improvement
SLAs are a starting point, not a ceiling
Meeting SLA targets is the minimum. Our ISO 9001 quality management system requires us to track, measure, and continuously improve our service delivery. We don’t just report on whether we met the target. We analyse trends, identify recurring issues, and fix the root causes.
This is built into our quarterly business reviews, where we sit down with your leadership team and review service performance, security posture, technology roadmap, and budget planning. It’s a genuine strategic partnership, not just ticket resolution.
Quarterly business reviews+
Face-to-face or virtual meetings with your leadership team covering service performance, security posture, technology roadmap, budget planning, and recommended improvements. Action items are tracked and reviewed at the next QBR.
Problem management+
Recurring issues are escalated from incident management to problem management. We identify the root cause and implement a permanent fix, reducing repeat tickets and improving user experience over time.
Customer satisfaction tracking+
Every resolved ticket includes a satisfaction survey. Results are tracked monthly and reviewed in QBRs. Individual feedback is actioned, and trends inform service improvements.
Annual SLA review+
SLA targets are reviewed annually and adjusted based on environment maturity, business growth, and changing requirements. As your environment stabilises, we tighten targets to drive continued improvement.
Common questions
Frequently asked questions
What are your response times for critical issues?+
Our target response time for P1 critical issues is 15 minutes during business hours. After hours, our Huntress SOC provides 24/7 monitoring with automated containment for security incidents, and P1 incidents are escalated automatically to our on-call team for customers on 24/7 critical-incident support.
How do you handle after-hours support?+
After hours, P1 incidents are escalated automatically to our on-call team for customers on 24/7 critical-incident support. Security monitoring through Huntress operates 24/7/365 with automated containment. Non-critical issues logged outside business hours are triaged and actioned at the start of the next business day.
How do you report on SLA performance?+
The portal gives you regularly refreshed reporting and the status of support requests between reviews. Monthly operational reports and quarterly executive reviews assess performance and improvements under your agreement. The portal explains how each service measure is calculated. A general support metric is not automatically an SLA compliance measure.
What happens if you miss an SLA target?+
Service credits are applied automatically based on the monthly compliance level: 5% at 90-94.9%, 10% at 85-89.9%, and 15% below 85%. Any month below 95% triggers a root cause analysis and corrective action plan. We don’t wait to be told we’ve missed the mark.
Can SLA targets be customised?+
Yes. The targets shown here are our standard framework. We work with each client during onboarding to define priority classifications and targets that match their business requirements, risk profile, and operational hours.
How do I log a support request?+
Multiple channels: phone (Support 1300 369 111), email, self-service portal, or Microsoft Teams. All channels create a tracked ticket with automatic status updates. Key contacts can also reach their account manager directly for escalations.
Reviewed by Elliot Munro, CISO at GCIT
Ready to work with an MSP that measures what matters?
Talk to us about how GCIT’s service delivery framework can support your business. We’ll walk you through our SLA targets, reporting, and what a genuine IT partnership looks like.