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Empowering Businesses with Tailored Support
Empowering Businesses with Tailored Support At NeurodiverCity C.I.C., we provide flexible Service Level Agreements (SLAs) to support businesses of all sizes. Our SLAs are designed to offer reliable IT support, consultancy, and compliance services, ensuring your business thrives with confidence.
Why Choose Our SLAs?
Our SLAs are tailored to meet the unique needs of businesses, with a focus on:
SLA Plans Overview
Choose the plan that best suits your business needs:
Number of Users Included
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
Business Consultancy
GDPR Guidance
Safeguarding Support
Consultancy Hours
Emergency Callouts
Starter
Number of Users Included
1 – 5 Users
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
Business Consultancy
GDPR Guidance
Safeguarding Support
Consultancy Hours
Emergency Callouts
Builder
Number of Users Included
6 – 15 Users
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
1 Per Month
Business Consultancy
GDPR Guidance
Safeguarding Support
Consultancy Hours
Emergency Callouts
Best Value
Achiever
Number of Users Included
16 – 30 Users
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
2 Per Month
Business Consultancy
GDPR Guidance
Templates and Advice Helpdesk
Safeguarding Support
Consultancy Hours
4 Hours
Emergency Callouts
Leader
Number of Users Included
31 – 50 Users
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
4 Per Month
Business Consultancy
GDPR Guidance
Proactive GDPR support, Including DPIA’s
Safeguarding Support
Basic safeguarding policy creation and advice
Consultancy Hours
6 Hours
Emergency Callouts
2 Per Month
Visionary
Number of Users Included
51 – 100 Users
Helpdesk Support
M365 / G-Suite Management
Device/System Support
Network and Connectivity
Security and Maintenance
Backup & Reovery Guidance
Software Support
Proactive Monitoring
Website Amendments
15 Per Month
Business Consultancy
GDPR Guidance
Full DPO Services, breach notifications, GDPR Training.
Safeguarding Support
Comprehensive safeguarding support, training and incident management.
Consultancy Hours
10 Hours
Emergency Callouts
4 Per Month
P1 (Critical): 15 Minute Response / 4 Hour Resolution*
P2 (High): 30 Minute Response / 8 Hour Resolution*
P3 (Medium): 2 Hour Response / 2 Business Days Resolution*
P4 (Low) 4 Hour Response / 5 Business Days Resolution*
P1 (Critical): 15 Minute Response / 4 Hour Resolution*
P2 (High): 30 Minute Response / 8 Hour Resolution*
P3 (Medium): 2 Hour Response / 2 Business Days Resolution*
P4 (Low) 4 Hour Response / 5 Business Days Resolution*
P1 (Critical): 15 Minute Response / 3 Hour Resolution*
P2 (High): 30 Minute Response / 6 Hour Resolution*
P3 (Medium): 2 Hour Response / 1.5 Business Days Resolution*
P4 (Low) 4 Hour Response / 4 Business Days Resolution*
P1 (Critical): 15 Minute Response / 2 Hour Resolution*
P2 (High): 30 Minute Response / 4 Hour Resolution*
P3 (Medium): 2 Hour Response / 1 Business Day Resolution*
P4 (Low) 4 Hour Response / 3 Business Days Resolution*
P1 (Critical): 15 Minute Response / 2 Hour Resolution*
P2 (High): 30 Minute Response / 4 Hour Resolution*
P3 (Medium): 2 Hour Response / 1 Business Day Resolution*
P4 (Low) 4 Hour Response / 3 Business Days Resolution*
What’s Included in Each Plan?
Assistance with troubleshooting hardware/software issues, resolving connectivity problems, and managing account/password queries.
Account setup, maintenance, and support for Collaberation tools.
Basic troubleshooting, updates, and configuration guidance for your devices.
Support for Wi-Fi and LAN connections to keep your business connected.
Antivirus installation, security advice, and alert monitoring to protect your systems.
Advice on data backups and assistance with restoring files when needed.
Installation, configuration, and updates for essential software.
Monitoring system health and alerting you to potential issues before they escalate.
From minor updates to complex changes (depending on the SLA plan), we ensure your website stays up-to-date and aligned with your business goals.
General Advice Requests
All plans include access to general advice through our support ticket system
General advice requests are quick, straightforward queries that provide guidance on routine matters. These include how-to instructions, clarification on IT systems, GDPR, safeguarding, or cybersecurity, and minor troubleshooting or configuration assistance. This service is included in all SLA plans to address non-urgent, informational needs efficiently.
Add-On Services
Our Add-On Services are designed to provide additional flexibility and customization to meet your business’s unique needs. Whether you require extra support, advanced features, or tailored solutions, our add-ons ensure you’re always covered.
Additional Users
Expand your plan’s capacity by adding more users. Perfect for growing teams or businesses with evolving needs. Additional users can be added to any SLA plan beyond the included limits.
Emergency Call-Outs
For immediate, critical support outside your plan’s included coverage, emergency call-outs are available. This service ensures rapid resolution for urgent issues, such as website downtime, security breaches, or system failures.
Additional Website Amendments
Need more website updates than your plan includes? Add extra amendments to keep your website fresh, functional, and aligned with your business goals. From content updates to minor design changes, we’ve got you covered.
Extra Consultancy Hours
For businesses requiring more in-depth, tailored advice or support, additional consultancy hours can be purchased. Use these hours for business planning, GDPR compliance, safeguarding advice, or IT consultancy.
Policy Creation
Ensure your business is compliant and well-prepared with professionally crafted policies. We offer support for creating:
- Basic Policies: GDPR privacy notices, cookie policies, or terms of service.
- Intermediate Policies: Safeguarding policies, IT security policies, and more.
- Complex Policies: Employee onboarding processes, safeguarding plans, and in-depth compliance documentation.
- Custom Legal Documents: Tailored documents, such as data sharing agreements, designed to meet your specific needs.
Hosting Services
Upgrade your hosting experience with additional features, including:
- Green hosting powered by 100% renewable energy.
- Autoscaling technology for high-performance websites.
- UK and US-based data centres with 24/7 monitoring.
- Options for WordPress-specific hosting or standard hosting for other platforms.
Workshops and Training
Empower your team with expert-led workshops and training sessions. Topics include safeguarding, GDPR compliance, cybersecurity, and business strategy. Sessions are tailored to your business needs and delivered in an engaging, accessible format.
Advanced Website Features
Enhance your website’s functionality with advanced features, such as:
- E-commerce solutions for selling products and services online.
- Photo galleries, discussion forums, and social network integrations.
- Analytics tools to track visitor data and improve user experience.
- Social media integration and live chat modules.
Backup and Recovery
Ensure your data is always safe with additional backup and recovery options. Download backups of your website anytime and restore data quickly in case of an emergency.
*Response times are service goals, and compensation may apply if they are not met, as outlined in your SLA. Resolution times are targets only and are not enforceable, as they may vary depending on issue complexity or external factors.
**Unless explicitly stated otherwise, the creation of documents is not included in SLA plans and is chargeable as an additional service on a per-document basis.
***Consultancy hours can only be provided within the scope of the selected SLA plan and cannot be transferred or used for services outside the agreed scope.
**Unless explicitly stated otherwise, the creation of documents is not included in SLA plans and is chargeable as an additional service on a per-document basis.
***Consultancy hours can only be provided within the scope of the selected SLA plan and cannot be transferred or used for services outside the agreed scope.