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

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

  • No work-around exists.  

  • Disruption of business operations for the majority of users.  

User Impact

  • All

Response

Remediation

1 Hour

4 Hours

High Priority

Description

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

  • No work-around exists.  

  • Disruption of business operations for the majority of users.  

User Impact

Affects multiple users.    

Users can not perform their jobs effectively.  

Response

Remediation

1 - 2 Hours

4 Hours

Medium Priority

Description

  • Workstations issues; workaround exists.  

  • Passwords changes, security changes. 

  

  • End-user workflow 

 

  • interrupted, printing issues.  

User Impact

  • Affects 2-3 users.  

 

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

Response

Remediation

1 Day

24 Hours

Low Priority

Description

  • Workstations issues; workaround exists. 

 

  • Workstation configuration issues.  

  • End-user workflow is inconvenienced.  

User Impact

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

Response

Remediation

2 Days

4 Days