Response Times & Priority Levels
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
|GUARANTEED RESPONSE TIMES
|Your Main Server is offline and all users are unable to work. One of your Network Switches has failed and stopped half the company from working. A VPN link between 2 x offices is offline causing one office to be unable to work.
|Your Internet Connection is offline, users can still work locally. Your CEO’s computer has stopped working. Your main Accounting/Invoicing Software has stopped working.
|A user’s desktop won’t turn on so they can’t work. One of the main printers is not working, but users can print to another one. A user is having problems connecting to the Wireless network.
|Printing is slower than normal. A single user is unable to scan. A user needs a program installed on their PC.
|Pro-Active maintenance of systems. Add / Edit / Delete User Requests New Computer or Software Installation