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Service Level Agreements

At Flywheel IT Services, our goal is simple: get you working again quickly. Whether that’s through a permanent repair or a smart workaround, our focus is always on restoring your productivity as fast as possible.

We offer three SLA tiers to suit different needs. Each tier is designed to give flexibility — from simple Lite support for basic users, through Core and Premium for schools and SMBs, up to Enterprise for compliance-heavy organisations.

Table of contents

1. SLA Tiers at a Glance
2. Priority Levels
3. Exclusions and Caveats
4. Response vs Fix Times

Version  1.0
Updated September 2025

1. SLA Tiers at a Glance

Category

Core

Premium

Enterprise

Who it’s for

Standard schools & SMBs

High-value schools & SMBs

Large organisations & regulated sectors

Service window

09:00-17:00 UK, Mon-Fri

Extended hours optional

24/7 or as required by contract

Support channels

Phone & email

Phone, portal, Teams/Zoom

Full multi-channel including vendor integration

Response times

P1: 1h, P2: 4h, P3: next business day

P1: 30-60m, P2: 2h, P3: same-day triage

P1: 30m VIP, P2: 2h, P3: same-day triage with SLA reporting

Fix times

Not guaranteed

P1: 2h, P2: 4h, P3: 2 day

P1: 2h, P2: 4h, P3: 2 day

Onsite engineer

Floor-walks by arrangement

Regular local presence (e.g. 3 days/week)

Dedicated or embedded engineer if required

Governance & reporting

Basic ticket stats

Dashboards & operational reports

Full SLA dashboards, compliance packs, continuous improvement

Compliance

GDPR, Cyber Essentials baseline

GDPR, CE+, optional ISO alignment

ISO27001, CE+, GDPR, NCSC, sector frameworks

2. Priority Levels

We classify incidents by impact and number of users affected. This helps us set the right priority for your issue:

  • P1 – Critical: Whole organisation unable to work (e.g. internet or server down).
  • P2 – Major: Significant group of users impacted or a core system degraded.
  • P3 – Standard: Single user unable to work, or whole company affected by a non-critical issue.
  • P4 – Minor: Single user inconvenience (e.g. printer driver not working).
  • P5 – Cosmetic/Low: Issues that do not affect ability to work (e.g. formatting errors).

3. Exclusions and Caveats

To keep our services fair and focused, the following are not included in SLA time calculations (eg response and fix times) unless explicitly agreed:

  • Unsupported or consumer-grade hardware (e.g. home printers or personal devices).
  • End-of-life equipment or software no longer supported by the vendor.
  • Third-party outages (e.g. ISP, SaaS provider downtime).
  • Systems outside our recommended technology baseline.
  • Issues caused by customer negligence or unauthorised changes.
  • Consumables such as printer ink or paper.
  • Major projects or migrations (these are scoped and charged separately).
  • Out-of-hours incidents (unless specified in your SLA tier).
  • Onsite travel beyond agreed geography (chargeable).
  • Waiting for customer response.

4. Response vs Fix Times

  • Response Times are guaranteed for all tiers.
  • Fix Times are not guaranteed by default. Fix-time SLAs (with penalties/credits) are only available on Premium and Enterprise tiers.
  • A fix means restoring you to a workable state — either by a permanent resolution or a temporary workaround that allows you to keep working.