The BIG Red Button
Being committed to our Service Level Agreement, 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.
| PRIORITY | TARGET FIRST RESPONSE | GUARANTEED FIRST RESPONSE | TARGET RESOLUTION | GUARANTEED RESOLUTION |
| URGENT | IMMEDIATE | 15 MINUTES | 30 MINUTES | 2 HOURS |
| HIGH | 15 MINUTES | 30 MINUTES | 1 HOUR | 4 HOURS |
| NORMAL | 30 MINUTES | 1 HOUR | 2 HOURS | 8 HOURS |
| LOW | 1 HOUR | 2 HOURS | 4 HOURS | 16 HOURS |
| PRIORITY | TARGET FIRST RESPONSE | GUARANTEED FIRST RESPONSE | TARGET RESOLUTION | GUARANTEED RESOLUTION |
| URGENT | IMMEDIATE | 15 MINUTES | 30 MINUTES | 2 HOURS |
| HIGH | 15 MINUTES | 30 MINUTES | 1 HOUR | 4 HOURS |
| NORMAL | 30 MINUTES | 1 HOUR | 2 HOURS | 8 HOURS |
| LOW | 1 HOUR | 2 HOURS | 4 HOURS | 16 HOURS |
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
Urgency
Priority Matrix
| HIGH IMPACT | MEDIUM IMPACT | LOW IMPACT | |
| HIGH URGENCY | URGENT PRIORITY | HIGH PRIORITY | NORMAL PRIORITY |
| MEDIUM URGENCY | HIGH PRIORITY | NORMAL PRIORITY | LOW PRIORITY |
| LOW URGENCY | NORMAL PRIORITY | LOW PRIORITY | LOW PRIORITY |
| HIGH IMPACT | MEDIUM IMPACT | LOW IMPACT | |
| HIGH URGENCY | URGENT PRIORITY | HIGH PRIORITY | NORMAL PRIORITY |
| MEDIUM URGENCY | HIGH PRIORITY | NORMAL PRIORITY | LOW PRIORITY |
| LOW URGENCY | NORMAL PRIORITY | LOW PRIORITY | LOW PRIORITY |
Our Service Level Agreement or 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.
