Service Ticket Response Times

Service Ticket Response Times

Our network technicians are efficient problem solvers and want to help resolve any issues you have as quickly as possible. Using ConnectWise as our ticketing system of choice, we are able to provide you with a ticket reference and based on the severity of the problem assign a priority that will ensure tickets are addressed properly and in order of urgency.

Critical

Description

User Impact

Response

Remediation

1 Hour

  • All

  • Major system (Phone, Email, Network) severely impaired.   

  • No work-around exists.  

  • Disruption of business operations for the majority of users.  

4 Hours

High Priority

Description

User Impact

Response

Remediation

1 - 2 Hours

Affects multiple users.    

Users can not perform their jobs effectively.  

  • Major system (Phone, Email, Network) severely impaired.   

  • No work-around exists.  

  • Disruption of business operations for the majority of users.  

4 Hours

Medium Priority

Description

User Impact

Response

Remediation

1 Day

  • Affects 2-3 users.  

 

  • Users can perform the bulk of their responsibilities but some tasks are disrupted.  

  • Workstations issues; workaround exists.  

  • Passwords changes, security changes. 

  

  • End-user workflow 

 

  • interrupted, printing issues.  

24 Hours

Low Priority

Description

User Impact

Response

Remediation

2 Days

  • Affects a single user.  The user is able to perform their job with workarounds.  

  • Workstations issues; workaround exists. 

 

  • Workstation configuration issues.  

  • End-user workflow is inconvenienced.  

4 Days