Priorities and Resolution Times

Aaron Bennett Mar-26th, 2021 19:51 0 0

Priority 1: A problem or issue impacting a significant group of users. When a Priority 1 situation occurs, it is of vital importance that we have a clear understanding of the severity of the issue and that the proper IT Team are contacted immediately so that the necessary resources can be applied to resolve the issue. In addition, the user(s) must be kept informed as to the progress of the situation.
Examples: (but not limited to):

  • Critical network server is down.
  • A portion of the network is down (connectivity lost).
  • Administrative application/system down.
  • E-mail not routing or down
  • HQ Internet connection is lost or slows enough to drop connections.
  • Designated key users impacted by issues.

These tickets should be anwsered within 1 buisness hours and resolved within 4 working hours.

Priority 2: Non critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported IT services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.
Examples: (but not limited to):

  • Partial Network Outage
  • Critical IT Service is degraded or partially down
  • Printing issues for multiple users.
  • Slow Internet Speeds, which is not slow enough to drop connections

hese tickets should be anwsered within 4 buisness hours and resolved within 6 buisness hours.

Priority 3: Routine support requests that impact a single user or non-critical software or hardware issue.
Examples: (but not limited to):

  • Single user may be able to use other workstations to remain productive.
  • Printing issues for single users.
  • User productivity affected but not completely halted.
  • Frequently used software corrupted and needing re-installation.
  • Software/Hardware installations, upgrade, etc.

hese tickets should be anwsered within 12 buisness hours and resolved within 24 buisness hours

Priority 4: A minor service issue or general inquiry.
Examples: (but not limited to):

  • Intermittent problems with workstation but user still able to remain productive.
  • Non-critical tutorial questions.
  • User productivity may be slightly affected but never completely halted.
  • User requesting assistance with copying or moving of non-critical files.
  • Technical consultations for pending purchases.

These tickets should be anwsered within 24 buisness hours and resolved within 5 working days

Priority 5: A long term project or service request with no specific expectations on response time. Priority 5 issues will be resolved based on scope, timeline, and other competing Priority 5 calls.

These tickets must be replied to within 12 hours and the user updated reguarly with the progress of the project. 


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