Our Guarantee Response Times

At LOYAL I.T. SOLUTIONS, you can rest assured that if you have an urgent issue we will have you back to work quickly.  We make the following commitment to you:

If you experience a BUSINESS CRITICAL issue we will respond in no more than 1 hour.  An example of BUSINESS CRITICAL would be a server is down or a network switch has died and all staff is affected.

If you experience an URGENT issue we will respond in no more than 2 hours. An example of an URGENT issue would be that the Internet connection is down or the CFO / Payroll PC is down.

If you are after PHONE SUPPORT and call the office we will respond in no more than 4 hours. An example of phone support would be that your printer is not printing or you cannot open your email.

If you need a SITE VISIT by one of our consultants we will have someone onsite in no more than 48 hours (2 business days).  An example of a site visit would be that you need a new PC installed or there are a number of small issues amongst a handful of users.

When assessing the severity of an issue we look at the following factors:

  • The direct financial impact the issue has on the business.
  • The impact of a company's reputation in the marketplace.
  • The number of users affected.

If we don't meet this guarantee, we will give you 2 hours service time FREE.

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Can I please express my thanks for the great work done by Adam and Loyal Staff in getting ACS "back from the brink".  All in all it was a very professional response.

Paul Carter
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