SLA Stats


Shadowfax Customer Satisfaction Ratings - SLA Stats


Shadowfax are an Award Winning IT Support Company who take customer satisfaction very seriously. We are proud to have built many long lasting relationships with our customers, some of which we have been partnered with for over 20 years! We are very proud of our working values & ethos that have been with us since our inception. To this day people remain at the heart of our business and we always strive to go beyond the technical side of things to offer solutions and advice that help you streamline your day-to-day business operations.

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Average Survey Score 4.96/5

Tickets resolved within SLA (8hrs) 95% - average resolution time 2.5hrs
Average ticket response 11 mins


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We are proud to share our SLA Stats as we work hard to achieve high customer service. Our team of Engineers are always easy to talk to and are passionate about getting to know your business, ensuring that they have the best understanding of your needs and systems. They will not burden you with unnecessary jargon and will fix most problems over the phone by controlling your systems remotely or deliver timely, measured, on-site break-fix services.


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IT Support

Shadowfax delivers the right level of IT support to suit clients’ needs, from fully- outsourced to a cherry-picked collection of services to bolt onto your in-house team.

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Cloud Services

Whether your business needs complete cloud, or more of a hybrid cloud approach, we’re here to support any requirement from end to end.

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Backup & Recovery

We offer secure platforms for complete data backup and server imaging with managed monitoring and recovery.

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Professional Services

Whatever your active or future project demands are, we have the expertise, certifications and experience to provide you with the consultancy you need.

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Data Security

We offer a variety of solutions for professional data security practices to suit all requirements and budgets.

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Comms & VoIP

Shadowfax can deliver and manage a range of telephony, VoIP & communications solutions from analogue telephone lines to fibre-leased lines.

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Hardware & Software

Shadowfax supply a comprehensive range of hardware & software solutions ranging from end-user devices such as PCs & tablets to servers.

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Essential Infrastructure

We supply the back-bone IT infrastructure that allows us to deliver competitive, cutting- edge solutions for security, networking and wireless.

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