Who do I call if Microsoft 365 goes down for my New Zealand business?

Call OxygenIT on the same support line as any other fault, 0800 101 095. An engineer still responds within 15 minutes and triages the ticket, but if the fault turns out to be inside Microsoft's own infrastructure rather than your local environment, the 2 hour resolution target does not apply, because that fault is not inside OxygenIT's control.

How do New Zealand managed IT contracts and service level agreements work?

A standard OxygenIT managed IT agreement runs for a 36 month term, with 12 and 24 month options available at a higher monthly rate. Every term carries the same 90 day money back guarantee at the start and the same fee-free break at nine months on 90 days notice after that, so in practice nobody is committed against their will for longer than 12 months.

What should be in a New Zealand IT provider's service level agreement?

Four rows, in writing: the priority definitions, the response target for each, the resolution target for each, and the hours those targets apply. Ours are P1 15 minutes to respond and 2 hours to resolve, P2 25 minutes and 4 hours, P3 30 minutes and 6 hours, during staffed hours of 8.00am to 5.00pm Monday to Friday. If a provider has not given you a number in writing, you do not have a service level agreement, you have a hope.

How quickly should a Christchurch IT provider respond to a critical outage?

Ask for the number rather than a description. A full system outage where nobody in the organisation can work is a P1. Our contracted P1 target is a 15 minute response and a 2 hour resolution target during staffed hours. Response means an engineer has picked up the ticket, understood what is broken and told you what happens next, not an automated email confirming receipt.

Service level agreement

Our IT support SLA, published in full

A full outage is responded to in 15 minutes with a 2 hour resolution target. Those are contracted numbers, not aspirations, and they apply on every plan. This page publishes all four priority levels, what each one means, the hours we are staffed, and the hours we are not.

Book a 15 minute call See every published price

Or call 0800 242 206. Existing clients, support is 0800 101 095.

The table

Response and resolution targets

Response and resolution are two different promises, and most providers quote only the first. Both are below.

Priority	What it means	Response	Resolution target
P1, Critical	A full system outage. Nobody in the organisation can work, or a critical service cannot be performed.	15 minutes	2 hours
P2, High	A site or office outage, a key application unavailable, or an issue affecting a group of users.	25 minutes	4 hours
P3, Medium	A single user cannot work or cannot perform a key task.	30 minutes	6 hours
Service request	Low urgency. A new user, a new feature, a maintenance item.	1 hour	5 business days

Targets set at August 2026. They apply during the staffed hours below, on every managed IT band. The same four rows appear on our IT support services page.

Definitions that decide everything

What response and resolution actually mean

Response

The point at which a real engineer has picked up your ticket, understood what is broken, and told you what happens next. It is not an automated email confirming receipt. If a provider counts the auto-reply, their response time means nothing.

Resolution target

The point at which you can work again. It is a target rather than a guarantee, because some faults sit with a third party, and we would rather say that than quote a number we do not control.

The hours

When we are staffed, and when we are not

We are staffed 8.00am to 5.00pm, Monday to Friday, excluding New Zealand public holidays. That is a New Zealand team, with engineers in Auckland, Wellington and Christchurch. The targets above apply during those hours.

Outside those hours there is a real gap

After hours cover is a paid add on, not part of the standard agreement, and it is handled by a team in the United Kingdom. We are not going to tell you we cover you around the clock, because we do not. Our engineers have lives, and a provider claiming instant overnight response is either overstating it or burning out their staff.

Monitoring is not the same as support

Systems are monitored continuously. Monitoring is a machine watching and raising an alert. Support is a person fixing it. Those two things get deliberately blurred in this industry and they are not the same purchase.

How you hold us to it

The numbers are reported, not just published

Targets you cannot audit are marketing. Attainment against these four rows is reported to you monthly, so you can see where we met the target and where we did not. New clients also hold an unconditional 90 day money back guarantee, and you do not need to give a reason to use it.

The support line is 0800 101 095, which answered in under 11 seconds on average across the 2025 Q4 phone logs. That figure is the support line only. It is not a claim about the sales line and it is not a response time.

Four rows to ask any provider for, including us

The contracted response time for a full outage.
The resolution target that goes with it.
The hours those targets apply.
What happens outside them, and who answers.

Almost no IT provider in New Zealand publishes this table. Ask for the same four rows in writing and see what comes back. Ours are above, and the prices are published too.

Ready to talk

Book a 15 minute call with Tim, or call 0800 242 206 during business hours. Fifteen minutes, no charge, no obligation.

Not ready yet

Read what response times look like across the New Zealand market, or what is included in IT support. Most people are not ready to talk, and that is a reasonable place to be.