Unlimited support, measured in the open
So far in 2026, our engineers have made first contact on an assigned ticket in an average of 4 minutes 38 seconds.
Every BCS customer gets unlimited helpdesk support, with no cap on tickets and no charge per call. But an SLA is only a promise. This post sets out what ours covers, exactly how we measure it, and how we’ve performed, so you can judge the numbers for yourself.
What our SLA promises
We work to two response targets, depending on how badly an issue affects you.
| Priority | When it applies | Response target |
|---|---|---|
| Can’t work | A member of staff is unable to work | 15 minutes |
| Standard | Any other issue | 1 hour |
Our remote support board leader sets each ticket’s priority when it comes in. You can ask for a different priority, and we may change it after a second look at the issue. Either way, the priority is fixed once the ticket is assigned to an engineer. After that point, we can’t relabel a ticket to avoid a missed SLA.
How we measure it
The definitions matter as much as the numbers, so here they are in full.
- The clock starts when the ticket is assigned to an engineer. It does not start when you first log the ticket, so the time between logging and assignment sits outside these figures.
- The SLA is met when an engineer makes first contact with you. That is a response, not a fix. Resolution times are reported separately below.
- Nobody types the timestamps in. Assignment and first contact are recorded automatically by the workflows in our PSA (professional services automation) tool, ConnectWise Manage.
The numbers
Our average first contact is well inside even the 15-minute target, and over half of tickets are fixed in that first conversation.
| Measure | Figure | Period |
|---|---|---|
| Average time to first contact, both priorities | 4 min 38 sec | 2026 to date |
| Tickets resolved on first contact | Over 50% | 2026 to date |
| Average time to resolution, all tickets | 1 hr 30 min | 2026 to date |
| SLAs met, both priorities | 100% | September 2026 |
Resolution time is measured from assignment, so it includes the response time. The 100% figure covers a single month. We don’t yet have a full-year SLA percentage to publish, and we’ll include one in future updates.
How you can check
Our reporting dashboard is private because it holds customer data, but you don’t have to take our word for these figures.
- See the report screenshot below.
- Ask for a live walkthrough. If you’re considering us, we’ll show you the dashboard on a call, just call up and ask for Chris.
- Read what customers say. Our Google reviews describe what working with our helpdesk is like.
What this means for your business
If you don’t have in-house IT, a fast first response is what keeps a problem from becoming a lost morning. When someone on your team can’t work, our target is to be in touch within 15 minutes, and over half the time that first conversation fixes it.
