Support Service Levels

Level 1 - High Priority

A significant number of people are affected by an issue, a computer or a server is completely non-functional or there is a security concern. 

For example but not limited to:

• Network Outages
• Server Outages
• Restoration of Data

Target time - 3 hours

Level 2 - Medium Priority

A single user is affected by a problem but is still able to work, or there are problems with a service but it is still functional.
For example but not limited to:

• Failed Backup
• Email Outage
• Worksation Hardware & Software Faults

Target time - 8 hours

Level 3 - Low Priority

"How to" questions or new software installations or computer set-up.
For example but not limited to:

• Scheduled On-site appointment
• Diagnose Network Performance
• Network Changes (requires 5 day written notice)
• New user, server, or network application set-up
• User relocation
• Hardware rebuild (from receipt of goods back to base at customers own expense)

Target time - 24 hours