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20 Mar, 2026
Free Tool
Response Time Estimator
See the expected response and resolution times for different IT issue severities under Cloudswitched SLA tiers — and find the right package for your business.
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Full SLA Matrix — All Packages × All Severity Levels
| Severity | Essentials (from £15) | Assurance (from £30) | Ultimate (from £50) |
|---|---|---|---|
| Critical System down | 4hr response 8hr resolution | 1hr response 4hr resolution | 15min response 2hr resolution |
| High Major impact | 8hr response 24hr resolution | 2hr response 8hr resolution | 30min response 4hr resolution |
| Medium Partial impact | 24hr response 48hr resolution | 4hr response 24hr resolution | 1hr response 8hr resolution |
| Low Minor issue | 48hr response 72hr resolution | 8hr response 48hr resolution | 2hr response 24hr resolution |
Response times are maximum SLA targets — actual response is often faster. Resolution times are business-hours targets and depend on issue complexity. All prices per user, per month, excluding VAT. Contact Cloudswitched for a tailored SLA.
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