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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

Download as PDF

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: 2hr, P3: same-day triage

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

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 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).

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.