APPENDIX J

GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

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

Priority Table

Priority	Examples	Response Guarantee	Response Target
Critical	Your Main Server is offline, and all users are unable to work.	1 Hour	15 Minutes
	Entire Company Offline
	One of your Network Switches has failed and stopped half the company from working.
	A VPN link between 2 offices is offline, causing one office to be unable to work.
High	Your Internet Connection is offline, users can still work locally.	2 Hours	30 Minutes
	Department Offline
	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	1 Hour
	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	User Add/Change Request	8 Hours	4 Hours
	Printing is slower than normal.
	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	N/A