Service Level Agreements | Support Revolution Ltd

Included as part of your service, Support Revolution offers a leading Service Level Agreement (SLA) that you won’t find with any other provider.

When things go wrong, you want to ensure issues are dealt with quickly and with the appropriate importance your business-critical systems deserve.

Support Revolution is committed to delivering exceptional support for your enterprise software, backed by an industry-leading Service Level Agreement (SLA) framework. Our SLAs are designed to ensure transparency, accountability, and peace of mind for our clients, with measurable targets and meaningful service credits in the extremely rare event we fall short.

Incident prioritisation and response

All incidents reported to our Service Desk are categorised by Impact (High, Medium, Low) and Urgency (High, Medium, Low), following ITIL best practice. These factors determine the incident’s Priority, which governs our response and resolution commitments.

SLA commitments by Priority

Priority	Initial Response Commitment	Client Update Commitment	Target Resolution Time
1	10 Elapsed Minutes	Every 1 Elapsed Hour	2 Hours
2	20 Elapsed Minutes	Every 1 Business Hour	4 Hours
3	4 Elapsed Hours	Every 1 Business Day	3 Days
4	1 Business Day	As Appropriate	5 Days
5	1 Business Day	As Appropriate	10 Days

Priority 1: Significant adverse impact on service to many users, major financial loss, data loss/corruption, or security threat

Priority 2: Moderate impact on many users or more than a trivial disruption

Priority 3: Moderate impact on a small or moderate number of users

Priority 4: Minor impact on a small number of users

Priority 5: Minimal or no impact on service

How we measure Service Level Performance

For each priority, we define:

Service Level Performance Measure (SPM)

The percentage of incidents to be resolved within the target time (e.g., 90% of Priority 1 incidents resolved within 2 hours).

Service Level Threshold (SLT)

The maximum acceptable timeframe under exceptional circumstances (e.g., 90% of Priority 1 incidents resolved within 1 business day).

Why choose third-party support?

You won’t just be receiving an industry-leading SLA with Support Revolution, but also a host of other benefits.

Transparent, measurable SLAs:
Aligned with ITIL best practices.
Extended Support for Legacy Systems:
Continue using your stable, customised systems without forced upgrades or end-of-support deadlines.
Personalised, Responsive Support:
Access expert engineers who resolve issues faster with dedicated, tailored support.
Freedom from Vendor Restrictions:
Take back control of your IT roadmap. Upgrade on your timeline, not theirs.
Comprehensive Security and Compliance:
Protect your systems with robust security patches and proactive monitoring.

FAQs

Our clients see a minimum support fee savings of 50%, with an average savings of 65%. Some customers achieve total cost savings of up to 90% by also avoiding forced upgrades and other support costs.

For critical (P1) issues, we commit to responding within 10 minutes and guarantee a resolution within 2 hours.

Yes, we provide guarantees on response and resolution time SLAs. For example, we guarantee resolution for critical issues within 2 hours.

Yes, we provide flexibility to scale down as your requirements change.

We provide full support for all your customisations and interfaces at no extra charge.

The vendor’s maintenance fee buys you the right to their future features, but it locks you into their roadmap. Support Revolution offers a bank of Enhancement Days, which can be used to develop product enhancements as customisations. At some point in time, you can always return to the vendor and upgrade if needed.

Yes. We offer complimentary “Ask the Experts” sessions for strategic advice on your future roadmap, technology enhancements, cloud migration, and infrastructure, all included as part of your support package.

What others are saying

Chris Volante – Supplier ManagerFinancial Conduct Authority

“Support Revolution made the transition from Oracle support seamless. User accounts for our internal and third-party application teams were set up quickly in RemedyForce, they picked up a number of high-priority SRs at our request, and provided invaluable support with our patch entitlement. In addition, the transition team from Support Revolution made time for each of our third-party teams to answer questions and provide assurance around how the new service would work. Their professionalism and attention to detail created a great first impression.”

Read Gartner Peer Insights reviews

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