Service Level Agreement
Our SLA is built to reflect our commitment to exceptional service and the real-world needs of our clients
The BIG Red Button
We know that not all IT issues fit neatly into a standard priority matrix. Sometimes, what looks minor on paper can be business-critical in reality.
That’s why we’ve introduced the Big Red Button.
If it’s urgent to you, it’s urgent to us.
No matter how the SLA would normally classify an issue, if you tell us it needs urgent attention, we’ll escalate it - immediately - to the most senior members of our team.
This lets you override standard triage and ensure the issue gets the attention it deserves, fast.
Our SLA Targets
We track and publish both our guaranteed response and resolution times and the targets we strive to beat.
Note: SLA timing only applies when a ticket is in the Open status - i.e., when action is required by Gather. If a ticket is awaiting input from the client or a third party, the SLA timer is paused.
How We Prioritise Requests
All tickets are triaged using ITIL (Information Technology Infrastructure Library) standards, based on the combination of Impact and Urgency, which then determine the final priority.
Impact
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High – Entire organisation is affected.
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Medium –Department, team, or office is affected (e.g., a branch can’t work).
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Low – Single user or very small group affected..
Urgency
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High – Business process is stopped (e.g., CRM is down).
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Medium –Service is degraded or change affects one or more processes (e.g., slow internet).
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Low –Minimal impact (e.g., Outlook search not working properly).
Priority Matrix
Our SLA is designed to give you clarity, confidence, and control. But above all, it's backed by people who genuinely care about solving problems - not just meeting targets.
Responsibility
Integrity
Positivity
