Document MPM-SLA-001

Response & SLA framework

Breakdowns are triaged to a priority tier and attended to the target agreed in your contract. We publish the framework; the clock is set per agreement rather than as a blanket number.

DocumentMPM-SLA-001

RevC

TitleResponse & SLA framework

Issued01 Feb 2026

Issued byMPM Compliance

24/7 breakdown line

1300 000 001

Call the breakdown line

Priority tiers

How we prioritise a breakdown

Response priority tiers
Tier	Definition	Target	Typical examples
P1Critical	A failure that stops a site operating, poses a safety risk, or breaches a statutory obligation.	Attendance to the priority target agreed in your contract	No water or no hot water to an occupied facility Sewer overflow or major leak Gas leak or plant-room failure Backflow failure creating a contamination risk
P2Urgent	A failure degrading normal operation that will escalate if not attended promptly.	Same-day or next-business-day attendance per contract	Single-fixture failure in a trading site Partial drainage blockage Intermittent plant fault
P3Routine	Planned or non-urgent works that can be scheduled.	Scheduled attendance within the agreed maintenance window	Scheduled maintenance visits Minor repairs and adjustments Forward-works and replacements

Escalation

Triage & escalation path

01
Log the fault via the 24/7 breakdown line or your account manager.
02
The job is triaged to a priority tier and assigned to the nearest qualified crew.
03
You receive attendance and status updates through to resolution.
04
Unresolved or SLA-at-risk jobs escalate to the account manager, then the operations manager.

Discuss an SLA Capability statement