Service Level Agreement

The main objective of our Service Level Agreement is to provide customers with peace of mind. The way an SLA works is a basis of mutual understanding. We guarantee you priority service for a standard fee every month. You pay up front so we don't have to waste time chasing bills.

We base our SLA rates on your current support (if any) and after an in-depth evaluation of your user base, hardware, software and special requirements.

Technical Support:
a. E-mail support is offered 24x7x365 and is available at Support@thinkbiggroup.co.uk.

b. Phone support is offered durring office hours between 9am - 6pm excluding bank holidays and is available at 08456 44 29 44.

c. When contacting support, please include in your message your account name, a complete description of the problem, and the exact error messages, if any. This will help us fix your problems quicker.

d. Technical Support assigns the highest priority to inquiries related to the unavailability of the service and we address these immediately upon notification. However, it may take some time to resolve the issue, so you may not receive an immediate reply.

e. Prior to alleging any connectivity problems, We are not responisble for delays outside its control such as within the Network Operators.

f. Please note that all of our servers are monitored and our technicians are notified when a service becomes unavailable.