Below are examples of typical response times based on the severity of the issue.

     

Critical

Your main server is offline. One of your network switches has failed and stopped

 

1 hour                                           

High

Your Internet connection is offline but users can work locally.
Your CEO's computer has stopped working.
Your main accounting software has stopped working.ed working.

2 hours

Medium

A users desktop won't turn on so they can't work.
One of the main printers is not working, but users can print to another one.
A user is having problems connecting to the wireless network.

4 hours

Low

Printing is slower than normal. A single user is unable to scan. A user needs a

program installed on their computer.

8 hours

No Priority

Pro-active maintenance of systems.
Add/ Edit / Delete User Requests.
New Computer or Software Installation.

N/A

 

Response Times

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