Trust centre
Service levels and SLAs
24×7 engineer-led support, priority definitions, and response targets for NLCRC MSP tiers.
What you get
Clear scope before work begins
We confirm the fault, business requirement, or recycling inventory so you can approve the plan with confidence.
- P1–P4 priority definitions
- 24×7 remote helpdesk for covered MSP clients
- Response matrix from 1 hour (Pro P1) to next business day
| Priority | Essentials | Standard | Pro | Property |
|---|---|---|---|---|
| P1 — Critical outage or active security incident | 4 hours | 2 hours | 1 hour | 2 hours |
| P2 — Significant team or site impact | 8 hours | 4 hours | 2 hours | 4 hours |
| P3 — Single user or non-urgent request | Next business day | Same business day | 4 hours | Same business day |
| P4 — Advice, planning, cosmetic issues | 2 business days | Next business day | Next business day | Next business day |
24×7 engineer-led remote helpdesk for covered MSP clients. Channels: Phone and WhatsApp; Email and portal ticket; Agreed escalation contacts. View MSP tiers · Request SLA summary
24×7 engineer-led support
NLCRC provides round-the-clock remote helpdesk cover for active MSP clients. Incidents can be raised at any time via phone, WhatsApp, email, or the client portal — a real engineer triages your ticket, not an anonymous call centre script.
Onsite attendance remains by appointment or emergency dispatch where included in your plan. Portal booking for repairs and recycling stays available 24/7 alongside support intake.
Priority definitions
P1 — Critical: major business outage (company-wide email down, server unreachable, ransomware or active breach). Highest queue with immediate escalation.
P2 — High: significant impact to a team or site; workaround may exist.
P3 — Normal: single-user faults, non-urgent requests, standard changes.
P4 — Low: advice, planning, cosmetic issues, scheduled maintenance requests.
Response targets by MSP tier (clock hours)
Essentials (£249/month, 1–10 users): P1 within 4 hours; P2 within 8 hours; P3 next business day; P4 within 2 business days.
Standard (£549/month, 5–20 users): P1 within 2 hours; P2 within 4 hours; P3 same business day; P4 next business day.
Pro (£999/month, 10–40 users): P1 within 1 hour; P2 within 2 hours; P3 within 4 hours; P4 next business day. Priority queue with quarterly IT planning.
Property Office Essentials (£349/month, 3–30 users): P1 within 2 hours; P2 within 4 hours; property-sector onboarding playbooks.
Priority support add-on (£99/month): faster ticket prioritisation on active MSP plans.
Escalation and service credits
Each client receives named contacts and an escalation ladder during onboarding. P1 incidents are acknowledged immediately and routed to senior engineers.
Service credit terms, if any, are defined in your signed agreement. Published targets describe our operational goals; contractual remedies are confirmed per client.
What SLAs do not cover
Major project work, migrations, or net-new deployments unless scoped in a statement of work.
Third-party outages (Microsoft, ISP, payment gateway) — we coordinate but cannot guarantee vendor recovery times.
Onsite visits unless included in your plan or booked as a chargeable visit.
24/7 SOC monitoring — available via DevSecOps retainer or bespoke security programmes.
Questions
Common questions
Do you offer 24/7 support?
Yes. Active MSP clients receive 24×7 engineer-led remote helpdesk cover. Raise incidents by phone, WhatsApp, email, or portal at any time.
Is the portal the same as 24/7 support?
The portal is one intake channel. Guaranteed engineer response times apply to covered MSP tickets regardless of how you contact us.
Are service credits available?
Service credit terms, if any, are defined in your signed agreement. See escalation and service credits above for our published targets.
Ready to get started?
Book online where a verified link is available, or contact National Laptop Computer Repair Centre for business support and recycling scope.