How we work

AI agents triage, fix and monitor first.

Engineers handle what needs hands or judgement.

An example ticket, as you would see it.

Service levels

Every ticket gets an instant AI acknowledgement and triage.

“Response” means a person, or our AI desk with a named person accountable, actively working the ticket, not an auto-reply.

Targets are met on at least 95% of tickets and reported monthly.

Cloudhance Essentials
Priority	Response	Target
Hours	Mon–Fri, 08:00–18:00
Critical Your firm can’t work, or a security incident	Response in 30 minutes	Worked continuously until fixed or worked around
High One person or system down	Response within 2 business hours	Fixed by the next business day
Routine Requests, changes and new starters	Response by the next business day	Done in 3 business days
On site	By arrangement, charged at a day rate

Monthly service report.

Cloudhance Private
Priority	Response	Target
Hours	Mon–Fri, 08:00–19:00, plus 24/7 for critical issues
Critical Your firm can’t work, or a security incident	Response in 15 minutes, 24/7	On site in central London within 4 hours if needed
High One person or system down	Response within 1 business hour	Fixed the same day
Routine Requests, changes and new starters	Response within 4 business hours	Done in 2 business days
On site	Included: the same business day in central London if raised by 1pm, otherwise the next morning

Named lead, quarterly review and monthly report.

Cloudhance is the IT layer in a network of specialist partners for tax, payroll, IT law and software.

You deal with one accountable partner, delivered by our team and partner network.

Book a call to talk about IT, security and AI for your firm.