Our service level agreement (SLA) for IT Support is one hour for remote support, and four hours for call out support. When you call our support line, there is no que, or receptionist, you get straight through to our engineers. Who, in most instances, deal with your issue there and then using remote support software. If your problem requires a site visit, that same engineer will come straight out to you. We are an industry leader in customer support, and will never let you down.