GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.

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