We have clear response times and standards. All requests are classified based on severity and each classification has a target response rate.
Emergency response service tickets are logged within 5 minutes with a 30-minute response time. These are for critical problems where your ability to conduct business has stopped (i.e. a server, network, or application is down).
Fast response service tickets are logged within 5 minutes with a 30-minute response time. These are for situations where an individual user is unable to conduct business (i.e. user cannot log into computer or access email).
Quick response service tickets are logged within 30 minutes with a 1-hour response time. These are for urgent problems where service is seriously degraded but you can continue to operate for a short time (i.e. very slow network performance, app function is down).
Normal response service tickets are logged within 1 hour and our response time is within one business day. These are for situations where an employee can still work but is not as productive (i.e. slow computer or cannot print to multiple printers).
Our business hours are Monday to Friday, 8 AM to 5 PM. After-hours support happens through a call-back service with our on-call team.