Our Service Guarantee
The best IT providers put their commitments in writing. Here is exactly what you can expect from SuperStack IT: specific response time targets, a clear uptime commitment, and a set of principles we hold ourselves to every month. No fine print, no vague promises.
Response Time Guarantees
Every issue is assigned a priority level based on its business impact. Here are our targets for each.
Complete system outage, active security breach, or business-stopping issue
Target response
Under 30 minutes
Major system degraded, multiple users affected, significant productivity impact
Target response
Under 1 hour
Single user issue or non-critical application problem
Target response
Under 4 business hours
General request, question, or minor issue with no immediate business impact
Target response
Under 8 business hours
Response time defined: Response time is measured from the moment you contact us to when a qualified technician begins working on your issue. Not just an acknowledgement email.
Uptime Guarantee
99.9%
Target uptime for all managed infrastructure
99.9% uptime means less than 8.8 hours of unplanned downtime per year. Our monitoring and maintenance approach is built around preventing issues before they affect your business, not responding to them after the fact.
What this covers:
- Servers, networks, and cloud infrastructure under SuperStack IT management
- Unplanned outages caused by hardware failure, software faults, or configuration issues
Exclusions:
- –Scheduled maintenance windows, which are always communicated in advance
- –Third-party platform outages such as Microsoft 365, AWS, or Telstra network issues outside our control
What "Proactive" Actually Means
Every MSP claims to be proactive. Here is what it looks like in practice for SuperStack IT clients.
24/7 infrastructure monitoring
Servers, networks, and endpoints are watched around the clock. Alerts fire before something fails, not after.
Patch and update management
Security patches and software updates are applied during scheduled maintenance windows, keeping your systems current without disrupting your workday.
Quarterly health checks
Every quarter, we review your environment for performance, capacity, and security posture. You receive a written summary with any recommendations.
Capacity planning
We track usage trends so we can flag storage, compute, or bandwidth constraints before they become bottlenecks.
Backup verification
Backups are tested regularly. A backup that has never been tested is not a backup you can rely on.
Our Commitment to You
Beyond response times and uptime, these are the principles we hold ourselves to in every client relationship.
Transparent pricing
Fixed monthly fee with no hidden costs or surprise invoices. You know what you are paying and what it covers.
Plain-language reporting
Monthly reports written for business owners, not IT engineers. You will actually understand what is in them.
Quarterly strategy reviews
Regular check-ins to align your IT roadmap with your business goals. We bring the agenda; you bring the questions.
No lock-in contracts
We earn your business every month. Ask us about our flexible agreement options.
Clear escalation path
If you are not satisfied with how an issue is being handled, you can escalate directly to senior management. That path is always open.
Frequently Asked Questions
What happens if you miss a response time target?+
We take our service level commitments seriously. If we miss a target, we conduct an internal review, communicate openly about what happened, and document the steps we are taking to prevent it recurring. Ask us about our SLA remediation policy when we meet.
Does the uptime guarantee cover third-party services?+
Our guarantee covers infrastructure we directly manage. Third-party platform outages such as Microsoft 365, AWS, or Telstra network issues are outside our control and excluded from the uptime commitment. That said, we will still work to mitigate the impact and keep you informed throughout any third-party incident.
How do I log an issue and make sure it gets the right priority?+
You can contact our helpdesk by phone, email, or our online portal. When you log an issue, tell us the impact on your business and we will assign the appropriate priority. Critical issues should always come via phone for the fastest response.
Do you provide after-hours and weekend support?+
We offer flexible support arrangements including after-hours and emergency options. Your specific coverage hours are defined in your service agreement. Critical issues affecting core business systems can always be escalated regardless of the time.
How does scheduled maintenance work?+
All planned maintenance windows are communicated in advance, with enough notice for your team to prepare. We schedule maintenance outside business hours wherever possible and confirm the timing with you before anything happens.
Explore Further
Ready to work with an IT partner that puts it in writing?
Start with a free IT assessment. We will review your current setup and give you a clear picture of where things stand, at no cost and with no obligation.