Service Level Response Times
Our service level response times ensure every issue is addressed quickly and in proportion to its business impact. Each request is prioritized to balance responsiveness with effectiveness so critical problems receive immediate attention while routine issues are resolved efficiently. This structured approach keeps communication clear and service predictable, because we make IT enjoyable by making it dependable.
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Response Time Targets
| Priority | Description | Target Response | |
|---|---|---|---|
| 1 – Critical | Service not available (all users and functions unavailable). | Within 1 business hour | |
| 2 – High | Significant degradation of service (large number of users or critical functions affected). | Within 2 business hours | |
| 3 – Medium | Limited degradation of service (limited number of users or functions affected; business can continue). | Within 4 business hours | |
| 4 – Low | Minor service degradation (single user affected; business can continue). | Within 1 business day | |
How It Works
Each new service request is automatically assigned a priority level based on its impact and urgency. Our ticketing system tracks these priorities and continuously monitors response times.
When a ticket approaches its service level target, the system alerts our team to ensure timely action. Escalation paths are built in to guarantee that critical issues receive immediate attention and no request is overlooked.
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