4,180 Tickets. 100% Closed. Zero Chargeable Extras.
The full operational record of what 1st-IT delivered to its London clients in 2025. No marketing gloss, no cherry-picked testimonials — just the numbers behind every invoice we sent.
A Promise Kept 4,180 Times
1st-IT London
Making Technology Simple
In 2025, the 1st-IT operations desk handled 4,180 support tickets across our managed client base. Every single one was closed. None of them generated a chargeable line item on top of the standard service agreement. That figure excludes Priority 5 procurement requests and Priority 9 internal items, which sit outside the operational SLA — what you are looking at is pure reactive and proactive support work.
Q
We are leading with this number because it is the only one that matters. A managed service contract is a promise: pay us a fixed monthly fee and we will keep your business running, without surprise bills, without scope arguments, without the quiet dread of opening an email from your IT provider. In 2025 we kept that promise 4,180 times in a row.
What Actually Broke in 2025
Across 4,180 tickets handled in 2025, the pattern is consistent with what UK SMEs face every day. Three-quarters of the queue was desktop performance. The rest split between user management, server and network issues, and a long tail of hardware and configuration edge cases. Every category has a published response time, and every one of them sits under five minutes.
Response times reflect time-to-first-reply, measured as the initial 20% of the combined response-and-diagnostic window tracked in Salesforce. Client acknowledgement is issued alongside the first technical read.
Where the Tickets Came From
Channel mix matters because it tells you how clients actually want to reach their IT provider in 2025 — not how providers wish they would.
The lesson for any business currently choosing an IT provider: ask which channels are genuinely staffed, and ask what the response time looks like on each. A provider that funnels everything to a phone queue in 2025 is a provider that hasn’t moved on from 2010.
Client Spotlight: The UK's Biggest Environmental Charity
One of our largest 2025 engagements was with the UK's biggest environmental charity, a household name in the sustainability sector with offices, field staff and a national volunteer network. We are not naming them here because the point of this section is the work, not the logo.
The UK's Biggest Environmental Charity
National household name in sustainability. Offices, field staff and a nationwide volunteer network. Tight budgets, high scrutiny, zero tolerance for downtime.
"Delivering 100% closure and 98% SLA compliance against the charity sector backdrop is the result we are proudest of in 2025."
Across the year, this single client generated 642 tickets. All 642 were closed. Response SLA compliance landed at 98%, meaning we acknowledged and began work on 629 of those tickets inside the contractually agreed window. The thirteen that slipped were investigated individually and the root causes fed back into our scheduling.
What made this account work was not heroics. It was the boring stuff: a named technical lead, a documented environment, weekly proactive checks, a shared escalation path with their internal operations team, and a refusal to let any ticket sit in “awaiting client” purgatory for longer than 48 hours without a chase. None of this is glamorous. All of it is what a real managed service looks like at scale.
The charity sector is unforgiving for IT providers. Budgets are tight, scrutiny is high, and the cost of downtime is measured in donor trust rather than just lost revenue. Delivering 100% closure and 98% SLA compliance against that backdrop is the result we are proudest of in 2025.
How Fast We Responded
Response time is the only SLA that clients actually feel. It is the gap between raising a ticket and hearing from a human who is already working on it. In 2025, every priority level — from "many users cannot do their work" down to "non-urgent reconfiguration" — averaged a response under four minutes.
The pattern inverts what most prospects expect. The volume bucket — P3 “Productivity reduced” at 3,744 tickets — is the fastest to respond at 1.7 minutes on average, because the team is built around it. The urgent cases (P1 and P2) take marginally longer not because they are triaged slower, but because they trigger a multi-engineer huddle before the first reply goes out. Even then, both sit comfortably under four minutes.
Under-four-minute response across every priority bucket — on 4,067 Support tickets in 2025 — is what the fixed-fee promise looks like in practice.
What Zero Chargeable Actually Means
"Zero chargeable" is a phrase that needs unpacking, because every MSP uses it differently and most use it loosely. In our case it means this: across 4,180 closed operational tickets in 2025, we did not raise a single supplementary invoice for in-scope reactive support. Hardware procurement, third-party licence costs and explicit out-of-scope project work are billed separately and always have been — that is what the Priority 5 and Priority 9 exclusions cover. Everything else was inside the monthly fee.
That number is only possible if three things are true at once. First, the contracts have to be written honestly, with a scope that matches what clients actually need rather than a scope engineered to trigger upsells. Second, the team has to be staffed properly, because a thin team will always reach for the change-request button to manage its own workload. Third, the tooling has to make the cost of each ticket visible internally, so the business knows what it is absorbing and can price the next contract accurately.
We mention all of this because "no surprise bills" is the easiest promise in IT to make and the hardest to keep. The 2025 numbers are the only proof that matters.
” No surprise bills is the easiest promise in IT to make and the hardest to keep”
The Other Side of the Numbers
A report that only lists wins is a brochure. Three things did not go as planned in 2025.
What This Means If You Are Choosing an MSP in 2026
Stop guessing what your MSP actually delivers.
Book a 30-minute scoping call. We'll show you exactly how your current support stacks up against the 2025 numbers in this report — and what a fixed-fee, zero-surprises managed service looks like for a business your size.