Support Request Response Times
When submitting a ticket to the help desk, please use the following as a guide as examples for the required support level and expected response time. Note that response time does not guarantee a solution within this time, but we do guarantee you will hear from us regarding the issue or request (business hours permitting).
Critical (Level 1 – Within 1 Hour – typically immediate):
- Unable to perform key business functions and servicing your clients/customers/patients
- Your main server is offline and all users are unable to work
- One of your network switches has failed and stopped half the company from working
- Printing problems across multiple printers
- Multiple users are being prevented from serving company customers/clients
- A VPN link between 2 x offices is offline causing 1 office to be unable to work
- Problem appears to be related to a security breach
High (Level 2 – Within 2 hours):
- Your internet connection is offline, users can still work locally
- Your CEO’s computer has stopped working
- Your main accounting software has stopped working
Medium (Level 3 – Within 4 hours – most common scenario):
- A user’s desktop will not turn on preventing them from working
- One printer is not working but users can print to an alternative printer
- A user is having problems connecting to the wireless network
Low (Within 8 hours):
- Printing is slower than normal
- A single user is unable to scan
- A user needs a program installed onto their PC/Laptop
No Priority / Project:
- Pro-Active maintenance of system
- Add/Edit/Delete user requests
- New computer or software installation