Service Level Agreement (SLA)/Response Times

Service Level Agreement (SLA)/Response Times Please note there are different response times for maintenance customers and non-maintenance customers. This is to ensure that customers who have made a commitment with Hotline to be proactive in maintaining their network take priority. If you would like to discuss becoming a maintenance customer please contact Sales.

Please Note: The below response times are the MAXIMUM time taken to respond to customer queries. Hotline IT will endeavour to respond to all customer queries well before the maximum response time. To ensure that jobs are given the right priority, and completed in an acceptable time, we require our clients to give us as much notice regarding a potential job/problem as possible. Response time indicates time taken for a technician to make contact with the customer. The hours/minutes quoted are business hours. For example if Hotline is contacted about a Priority issue at 5.00pm one afternoon, we will respond to the customer by 10.00am the following day. Hotline IT will only guarantee the above response times if the issue has been communicated via telephone On (02) 9451 9111 or emailed to service@hotlineit.com. Issues emailed directly to staff are not guaranteed, as staff are often attending to other jobs or may be out of the office for an extended period of time.