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