Response Times

Service levels

How Quickly We Respond

IT support response times refer to the duration between the time a user reports an issue to the time we begin working on the issue. Response times can vary depending on the priority of the issue.

Below you will see our priority levels such as Critical, High and Normal with our response times.

Our Guarantee

Priority Levels


Response Target: 30 Mins

Response Guarantee: 60 Mins


Response Target: 60 Mins

Response Guarantee: 120 Mins


Response Target: 4 Hours

Response Guarantee: 8 Hours

Service levels

IT Issue Examples

Examples with Priorities

Your main server is offline, and all staff members are unable to work


Your CEO’s computer has stopped working


Printing is slower than normal

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