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 Ticket Priorities and Resolution Times

Solution

Tickets submitted via the Servicedesk, undergo triage by our Servicedesk Staff. This may mean that the priority of your ticket may be increased or decreased; as specified by the following criteria:

 

Priority 1: Critical

Tickets prioritised as High are tickets which are given the highest priority and are used for emergencies. Critical Priority tickets, represent a complete loss of service, where the service is completely unavailable and there is no workaround possible. This does not include development issues or problems in staging environments.

Critical Tickets should aim to be responded to within 1 hour and the issue resolved within 4 hours, where possible. 

 

Priority 2: High

Tickets prioritised as medium are noon critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.

 

Priority 3: Medium

Tickets prioritised as low are used for all general support requests, non-urgent/low impact service requests.

 

Priority 4: Low

Tickets prioritised as low, are used for scheduled maintenance and projects.  

 

Calls that are made to the Helpdesk are prioritised based on the nature, severity and time of the call. The following definitions have been developed in order to service the station in the most efficient manner possible.

 

Priority 1: A problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer. 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 personnel are contacted immediately so that the necessary resources can be applied to resolve the issue. In addition, the customer(s) must be kept informed as to the progress of the situation.

Examples: (but not limited to):

 

  • Critical service is down.
  • Administrative application/system down.
  • E-mail not routing or when the mail server is down
  • Office Internet connection is lost or slows enough to drop connections.
  • Designated key users impacted by issues.
  • A major security breach, causing severe implications for the station. 
  • An issue which the Servicedesk Staff deem to be an emergency.

Priority 1 tickets should be responded to within 1 hour and where possible, resolved within 3 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):

 

  • Individual computer HQ Studio problems
  • Setting up new user accounts which have been properly submitted.
  • Single user unable to use other services to remain productive.
  • Minor security issue, with medium or low implications for the station.
  • Locked or restricted staff user accounts.

Priority 2 tickets should be responded to within 3 hours and where possible, resolved within 6 hours. 

 

Priority 3: Routine support requests that impact a single user or non-critical software or hardware issue and membership applications. 

Examples: (but not limited to):

 

  • User productivity affected but not completely halted.
  • Frequently used software corrupted and needing re-installation.
  • All Membership applications
  • General support requests

Priority 3 tickets should be responded to within 6 hours and where possible, resolved within 12 hours. (This does not apply to membership applications, as they can often be complicated and may take longer to deal with.

 

Priority 4: Due to the nature of these tickets, (used for maintenance and projects) a SLA is not applied to this priority. 

 

 

 
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