Bridge IT will always do everything possible to rectify every issue in a timely manner; however, there are exclusions which are not covered by the SLA and thus treated as additional support items.

Priority Matrix

Service and support requests can be categorised according to the response priority Matrix below. The Response Priority Matrix establishes the type of response based on the severity of the fault.


Impact is the measure of how an incident or service failure is affecting the business operations and whether a valid workaround exists.

  • High: Entire Company or critical business services affected. No work-around or manual process available.
  • Moderate: Company’s business services partially affected but not causing impact on client’s ability to operate. Work-around or manual processes are available.
  • Low/Normal: A problem exists but not causing virtually any impact on client’s ability to operate significant business processes or production. Work-around or manual processes are available.


Severity is the measure of how serious the incident is ranked and the resolution urgency.

  • High: Component or major system failure. Problem must be resolved immediately.
  • Moderate: Component failure or partial degradation. Problem requires quick to standard response.
  • Low/Normal: Component failure, malfunction or minor degradation. Problem requires standard response to scheduled work.


High Impact Moderate Impact Low Impact
High Severity 1. Emergency 2. Quick Response 3. Normal Response
Moderate Severity 2. Quick Response 3. Normal Response 4. Low Response
Low Severity 3. Normal Response 4. Low Response 5. Scheduled Maintenance

SLA Response Time Matrix

Service and support requests will be ranked and actioned according to the SLA Matrix below:

Receipt Notification Target To Resolution
Critical 1 Hour Within 3 Business Hours
High 2 Hours Within 6 Business Hours
Moderate 3 Hours Within 12 Business Hours
Low 3 Hours Within 24 Business Hours

The response time measures the length of time it takes to respond to a support request raised by the end user. Bridge IT is deemed to have responded when a written communication is created and a solution or request for further information is referred to the client.

Bridge IT will allocate the response priorities based upon the information provided or other information determined by us. Receipt Notification is when the request is acknowledged by a written communication through the support portal and job allocated to an engineer. Where incomplete information is provided, a normal response priority will initially be allocated. Interim fixes reducing the impact or severity of a fault or service failure, are deemed to be acceptable resolutions to Emergency or Quick Response priorities, permitting an extended response or resolution window to fully resolve the issue. Response times and notifications apply during standard business hours (8:30 – 17:00) only.

What Happens When There Is A Critical Event

When a Managed IT service client experiences a critical issue, the response from the IT service provider typically involves a well-defined process to ensure swift resolution and minimal disruption to the client’s operations. Here’s what typically happens:

We will Drop Everything & Respond – D.E.A.R.

Issue Identification: The client reports the critical issue to the Managed IT service provider through their designated communication channel, which may be a helpdesk ticketing system, phone call, or email. It’s crucial for the client to provide as much detail as possible about the problem to facilitate a quick diagnosis.

Immediate Assessment: Upon receiving the report, Bridge IT assesses the issue’s severity and impact on the client’s operations. If it’s deemed critical, the response is expedited.

Technician Assignment: A qualified technician or team of technicians is assigned to address the critical issue. This technician(s) may indeed “drop everything” else they are working on to focus on resolving the problem promptly. If you are another client currently with an open ticket, you will be put on hold temporarily but worst case scenario should be 1 hour while the critical event is evaluated. You’ll come to appreciate this if ever you have a critical event too.

Communication: Bridge IT will keep the client informed about the progress of the resolution process. They provide regular updates to ensure transparency and manage client expectations.

Troubleshooting and Resolution: The assigned technician(s) work diligently to identify the root cause of the issue and implement a solution. This may involve diagnosing hardware or software problems, fixing configuration issues, or implementing emergency measures to restore functionality.

Escalation: If the initial technician(s) cannot resolve the issue within a reasonable timeframe or if it requires specialised expertise, they may escalate the problem to higher-level technicians or engage with third-party vendors if necessary.

Documentation: Throughout the process, Bridge IT documents the steps taken and the solutions applied. This documentation is essential for future reference and for improving the client’s IT infrastructure to prevent similar issues from reoccurring.

Testing and Verification: Once the issue is resolved, the technician(s) thoroughly test the system to ensure that it’s fully operational. They work closely with the client to verify that the problem no longer exists and that the client’s operations have returned to normal.

Follow-up: After resolution, Bridge IT will follow up with the client to ensure that everything is working as expected and to address any lingering concerns or questions.

Preventative Measures: To prevent future critical issues, Bridge IT will recommend proactive measures such as system upgrades, security enhancements, or backup and disaster recovery improvements.

In essence, when you face a critical issue, our goal is to minimise downtime and restore normal operations as quickly as possible. This often involves dedicating significant resources, including skilled technicians, to resolve the problem promptly and efficiently. Communication with the client is key to managing expectations and ensuring a smooth resolution process.

*Important Information

Bridge IT will always endeavour to resolve problems as quickly as possible. It is recognised that Company’s IT systems are key to its business and that any downtime can cost money. However, Bridge IT is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server, but if a server fails due to disk error or faulty hardware, it may take much longer to get back up and running. In all cases, Bridge IT will make its best efforts to resolve problems as quickly as possible. Bridge IT will provide frequent resolution progress reports to the client.