Response Times & Priority Levels

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.  

CriticalYour 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.2 Hours15 Mins
HighYour Internet Connection is offline, users can still work locally. Your CEO’s computer has stopped working. Your main Accounting/Invoicing Software has stopped working.4 Hours1 Hour
MediumA 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.8 Hours4 Hours
LowPrinting is slower than normal. A single user is unable to scan. A user needs a program installed on their PC.16 Hours8 Hours
No PriorityPro-Active maintenance of systems. Add / Edit / Delete User Requests New Computer or Software Installation24 Hours16 Hours