Our service level commitments
This page explains how we approach service levels: what we aim for, what we measure, and what changes between plans. One thing to be clear about up front — your full SLA, with response times, cover hours and scope, is defined in your signed service agreement, not on a web page. What's here is the approach behind it.
Mon–Fri 9AM–5PM GMT · 24/7 emergency support line
What we commit to on response
Three things sit underneath every plan we sell. They're the reason a problem reported at 9:05 doesn't sit in a queue until lunchtime.
15-minute initial response target
For critical issues, we aim to have an engineer looking at your problem within 15 minutes of your call or email. It's a target we measure ourselves against every week, and we publish the results below.
24/7 proactive monitoring
Monitoring never keeps office hours. Your servers, endpoints and network are watched around the clock, so plenty of issues are already being worked on before anyone at your end notices them.
Support hours and the emergency line
The support desk runs Monday to Friday, 9AM–5PM GMT. Outside those hours there's a 24/7 emergency support line for anything that genuinely can't wait until morning.
Note the word target. 15 minutes is what we aim for and what we consistently measure ourselves against — it isn't a guarantee, and we won't dress it up as one. Existing clients can reach the support desk directly on +44 20 8055 1417 or at support@amnetworking.co.uk.
The numbers we publish
These are measured results from our support desk — real performance, not contractual promises. The contractual part lives in your service agreement; these figures show how we actually run, and we hold ourselves to them.
What changes between plans
The response target and the monitoring don't change with price — every client gets both. What changes is how much sits on top, and at Enterprise level, which commitments become contractual. Yearly billing saves 17% at every tier. Full details are on the pricing section of our homepage.
Basic
The same support desk, the same 15-minute response target and the same 24/7 monitoring as every other tier. Basic keeps the price down, not the standard of response.
Professional
Most popularOur most popular plan. Everything in Basic with broader cover for growing teams — the tier most clients settle on once IT stops being a one-laptop problem.
Enterprise
The tier where service levels become contractual: a 99.9% uptime SLA, Emergency On-Site Support, Compliance Management and a Dedicated Account Manager who knows your setup by name.
How escalation actually works
Remote first, always. When you call, the engineer who answers starts triage straight away — no ticket limbo, no "someone will get back to you". That's how 91% of issues get resolved at first contact.
If it needs more, it goes to a senior engineer. We're a small team in one office on Paul Street, so escalation is a conversation across a desk, not a hand-off between departments that starts the clock again.
And when hands are needed on hardware — a dead switch, a laptop that won't boot, cabling — an engineer comes to you. Enterprise clients get Emergency On-Site Support as a contractual feature; for everyone else, on-site visits are part of how our helpdesk works day to day.
What we ask of you
Fast response is a two-way arrangement. Two things from your side make every number on this page possible.
Access
Admin credentials documented and shared securely, and remote access agreed for the devices we support. Response targets assume we can actually reach the thing that's broken.
Contacts
A named contact who can approve changes, and an up-to-date list of who to call when something's urgent. Tell us when people join or leave, and we'll keep access matching reality.
See the numbers for yourself
Start with a free IT audit and we'll show you what your current setup looks like against the way we run — devices, Microsoft 365, network and security, explained without the jargon. You decide what happens next.