PRIORITY | EXAMPLES | GUARANTEED RESPONSE TIMES |
Critical | Your Main Server is offline and all users are unable to work. | 1 Hour |
One of your Network Switches has failed and stopped half the company from working. |
A VPN link between 2 x offices is offline causing one office to be unable to work. |
High | Your Internet Connection is offline, users can still work locally | 2 Hours |
Your CEO’s computer has stopped working |
Your main Accounting Software has stopped working |
Medium | A user’s desktop won’t turn on so they can’t work | 4 Hours |
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 |
Low | Printing is slower than normal | 24 Hours |
A single user is unable to scan |
A user needs a program installed on their PC |
No Priority | Pro-Active maintenance of systems | N/A |