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.
Response Target: 30 Mins
Response Guarantee: 60 Mins
Response Target: 60 Mins
Response Guarantee: 120 Mins
Response Target: 4 Hours
Response Guarantee: 8 Hours
| Examples with Priorities |
|---|
CriticalYour main server is offline, and all staff members are unable to work |
HighYour CEO’s computer has stopped working |
NormalPrinting is slower than normal |
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