Below is a description of how we classify ticket severity:
Priority 1 - Emergency Response
This classification is reserved for issues affecting all or a large proportion of end-users, such as a server failure or a global networking issue. IT issues that warrant an emergency response typically cause major service degradation and can affect the entirety of your business.
Typically our remote monitoring services will alert us of these issues and create a Priority 1 ticket, so we may already be working on a fix before you try to contact us.
Priority 2 - Quick Response
We treat Priority 2 with the same sense of urgency as Priority 1 and deal with these issues as quickly as possible.
What sets Priority 1 and 2 apart is the number of users affected by an issue. Priority 2 may only affect a single department or sub-set of users, whereas Priority 1 issues can affect your business in its entirety.
Priority 3 - Normal Response
These are day to day issues such as a printer being unavailable to print, or a piece of software needing an update. Our Line 1 or 2 engineers will usually take care of these issues.
Priority 4 - Minor Issue
This classification is given to non-business critical or non-time sensitive requests.
Priority 5 - Scheduled Maintenance
A large number of our tickets are Priority 5, as we use this classification for tasks relating to updates, RAID scrubbing and other maintenance tasks.
Most Priority 5 work is done out of business hours to limit the impact of server or router restarts on your working day.
Any scheduled maintenance requiring a restart of critical infrastructure will be communicated to you via support ticket, advising of when services will be impacted, providing you with the opportunity to notify your end-users or re-schedule if this is not convenient.