Posted by: Luke Munday
01 September 2025
SLAs with guaranteed response times set accountability. Enterprises without them face unpredictable delays and risk.
At a glance
- What do guaranteed response times mean?
- What benchmarks apply?
- How do guarantees protect against risk?
- What ROI do SLAs deliver?
- How does Growcreate enforce them?
What do guaranteed response times mean?
A contractual promise that your incident will be acknowledged within a defined period – not "ASAP."
What benchmarks apply?
- Critical – 15 minutes
- High – 1 hour
- Medium – 4 hours
- Low – 1 business day
How do guarantees protect against risk?
- Predictability: clarity of service.
- Accountability: legal commitment.
- Faster triage: reduced MTTR.
- Compliance: regulator assurance.
What ROI do SLAs deliver?
Research shows that SLA-backed response reduces resolution time by 50%. Fewer outages mean lower costs and a stronger reputation.
How does Growcreate enforce SLA guarantees?
We enforce SLA guarantees by tracking every ticket against defined response and resolution timers. Monthly compliance reports are available, as is immediate escalation if a breach occurs.
Response guarantee FAQs
Response time refers to the duration it takes for a support provider to acknowledge your ticket and confirm that it is being addressed. This process provides reassurance, giving you confidence that the issue is logged, assessed and assigned.
Resolution time refers to the duration it takes to resolve the issue and restore your website or service. This is about results, the point at which users can access the platform again without disruption.
Both matter, but resolution time is critical because acknowledgement alone does not reduce downtime; only a full fix does.
We use a dedicated service desk platform (TeamDesk) that monitors every ticket in real time. SLA timers begin as soon as an issue is logged, and compliance is automatically recorded. Monthly reports are available, so clients see exactly how we are performing against response and resolution targets.