What Is Your Response Time for Support?
Fast IT Support When You Need It
One of the most common questions we hear is “What is your support response time?” At Affinity MSP, we understand that when something breaks, every second counts. That’s why our service desk answers support calls within seconds, giving your team immediate access to real engineers who can help right away.
Our clients rely on us to minimise downtime and keep operations running, so speed, clarity, and reliability are built into every part of our service.
How Support Response Time Works
While we aim to pick up almost instantly, resolution times vary depending on the type of issue and the service level agreement (SLA) you’re on. Here’s what happens the moment a request comes through:
- Initial response – Your call is answered within seconds by our local service desk team.
- Ticket triage – We log your issue, assess its severity, and assign it to the right engineer.
- Resolution time – Critical issues are escalated immediately, and less urgent matters are scheduled according to your SLA.
This approach ensures the right work happens at the right time, protecting your business from unnecessary downtime.
Service Level Agreements (SLAs)
Every business operates differently, which is why our SLAs are designed to be clear, predictable, and aligned with your operational needs. These agreements outline:
- Response times – How quickly we begin working on your ticket
- Resolution targets – How long different types of problems should take to resolve
- Escalation paths – How urgent issues are prioritised
You always know what to expect and when an issue will be resolved.
Affinity MSP SLA Priority Levels
| Priority | Examples | Guaranteed Response Time |
|---|---|---|
| Critical | Major outages that halt business, such as a downed server or failed network switch. A one-hour guarantee ensures these problems never linger. | 1 Hour |
| High | Significant disruptions, like your CEO’s device failing or accounting software crashing. The two-hour commitment reflects the business risk while recognising that core systems remain online. | 2 Hours |
| Medium | Issues that affect individuals or departments, such as a desktop that will not start. These still hurt productivity but won’t cripple the business. | 4 Hours |
| Low | Routine tasks like installs or slower-than-normal printing. Predictable response times keep staff supported without diverting resources from critical priorities. |
8 Hours |
| No Priority | Proactive maintenance and planned installs. These are not tied to downtime risk and are managed as scheduled. | N/A |
Why Fast Response Matters
Slow IT support impacts more than convenience. It can stall entire departments, affect revenue, and create avoidable risk. By providing rapid support response time, Affinity MSP helps you:
- Reduce downtime
- Keep staff productive
- Maintain business continuity
- Meet compliance and operational standards where uptime is critical
When issues do appear, you know we are already on it.
The Affinity MSP Difference
Some providers say they offer “fast support” while only sending automated acknowledgements. At Affinity MSP, we measure support response time in seconds, not hours, and an engineer begins working on your request immediately.
That reliability is why businesses across Australia and New Zealand choose us as their long-term IT partner.
