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Response Times & Priority Levels
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
| PRIORITY | EXAMPLES | GUARANTEED RESPONSE TIMES | RESPONSE TARGET |
|---|---|---|---|
| Critical | 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. | 2 Hours | 15 Mins |
| High | 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. | 4 Hours | 1 Hour |
| Medium | 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. | 8 Hours | 4 Hours |
| Low | Printing is slower than normal. A single user is unable to scan. A user needs a program installed on their PC. | 16 Hours | 8 Hours |
| No Priority | Pro-Active maintenance of systems. Add / Edit / Delete User Requests New Computer or Software Installation | 24 Hours | 16 Hours |
