|Priority||Trouble Description||Initial Response Time (in hours)||Technician Response Time (in hours)||Resolution Time|
|1 – Critical||Service Not Available – All Systems and Users Affected – Business Processes Severely Affected and Cannot Continue||Immediate||Within 15 Minutes||4 Hours – ASAP|
|2 – High||Limited Degradation of Service – Partial Number of Systems and Users Affected – Business Process Can Continue||Immediate||Within 1 Hour||8 Hours – ASAP|
|3 – Medium||Small Service Degradation – Typically Only One User Affected and All Business Processes Can Continue||Within 1 Hour||Within 1 Hour After Initial Response||24 Hours – ASAP|
|4 – Low||Non-urgent issues not affecting any one person or business process.||Within 4 Hours||Within 4 Hours||48 Hours – ASAP|
We understand that some of your requests may be urgent to you but may fall in a lower priority queue. For this reason, we ask that you fully complete the following form so we can understand the severity of the issue and how quickly you need it resolved. Please be advised not EVERY request for help can be Critical or High.
Often times, restarting a computer or device will fix the problem. Please be sure you have tried restarting your computer or device (i.e. – printer) to see if that resolves the problem before submitting a ticket.