The category of a case will be determined by our support team at the time the issue is first raised with us. Our target response times are shown below – Critical – 2 Hour Response (Major system failure or loss of service affecting all staff) High – 4 Hour Response (Loss of service affecting a large number of staff) Medium – 8 Hour Response (Loss of service affecting a small number of staff) Low – N/A * (Small issues not affecting the overall operation of the system) Request – N/A * (Any support request that does not relate to a break/fix issue) * Timescales will be determined on an individual basis and agreed with the customer.