Getting Started
Understanding Our SLAs
Response time targets and priority levels explained.
CyberByte classifies tickets as Critical, High, or Standard based on business impact—not how urgently the request feels. Critical means widespread outage, security incident, or blocked revenue operations.
Default response targets: Critical within 15 minutes, High within 1 hour, Standard within 4 business hours (AEST/AEDT). Resolution time varies with complexity; we communicate status updates on longer jobs.
Your MSA or SOW may define plan-specific targets. Quarterly business reviews include ticket trends and SLA performance so leadership can see whether service levels match operational needs.
If a ticket feels miscategorised, ask the technician or account manager to reassess priority—clear impact statements help us escalate correctly.
Still need help?
Contact our Australian support team at 0400401518 or submit a request.