Guaranteed Response Times
There when you need IT!
| PRIORITY | EXAMPLES | GUARANTEED RESPONSE TIMES |
|---|---|---|
| CRITICAL | – Your primary server is down, stopping work – A VPN link between 2 offices is down and half of your company can’t work – Your domain server is down, leaving your network unusable | 1 Hour |
| HIGH | – CEO’s computer not working – Your internet is down, but users can still work locally – Your accounting software is down, delaying pays | 4 Hours |
| MEDIUM | – Computer not turning on (stopping them from working) – User unable to connect to the network – Wi-Fi AP not broadcasting, but network available from other AP | 1 Business Day |
| LOW | – Printer doesn’t print from one computer, but does from other computers – A user needs a program installed on their PC – A new user needs to be added to the domain | 2 Business Days |
| NO PRIORITY | – Update info for Microsoft 365 Licence – New computer installation – Pro-active maintenance of systems | N/A |