Service Level Agreements — Najmi Services Ltd

Najmi Services Ltd, founded by Ali Najmi and based at Office 3, 1000 Great West Road, Brentford, London, TW8 9DW, is a UK Managed Services Provider committed to delivering exceptional service and transparent operations. Our Service Level Agreements (SLAs) outline our commitments regarding service availability, performance, and support for all managed IT and cloud solutions. Najmi Services ensures UK government and private sector clients receive reliable, high-quality services with clearly defined expectations. Contact us on +44 20 3287 8777 or email info@najmiservices.co.uk.

Najmi Services Uptime and Performance Commitments

We understand the critical importance of continuous availability for your operations. Our managed services are designed with resilience and redundancy to achieve and maintain high uptime. While specific guarantees vary by service and agreement, Najmi Services consistently delivers:

  • 99.9% Uptime Guarantee for core infrastructure and platform services, equating to less than 8.76 hours of downtime per year.
  • 24/7 Proactive Monitoring by our UK-based team of 50 employees, detecting and addressing issues before they impact your services.
  • 15-minute Critical Incident Response for P1 severity issues, with defined escalation paths.
  • 4-hour Response Time for P2 high-severity issues during business hours (Monday–Friday, 9:00 AM – 5:00 PM GMT).

Key Aspects of Najmi Services SLAs

  • Service Availability: Detailed metrics on service uptime, with monthly availability reports.
  • Performance Standards: Benchmarks for response times and processing capabilities across Azure UK South and UK West regions.
  • Support Response Times: Guaranteed maximum response and resolution times based on P1–P4 severity classification.
  • NCSC-Aligned Security: Commitment to NCSC guidelines and Cyber Essentials Plus standards for data protection.
  • Monthly Reporting: Regular performance reports and quarterly service reviews to ensure ongoing satisfaction.

Contact Najmi Services for Detailed SLAs

For detailed information on the specific SLAs applicable to your services, please refer to your individual service contract or contact our sales team at info@najmiservices.co.uk. Najmi Services provides peace of mind through reliable, secure, and transparent IT solutions. You can also contact us or call +44 20 3287 8777 to discuss a tailored SLA for your organisation.