Every Support ticket is triaged and assigned a priority that determines the Service Level Agreement (SLA) that applies to it.
|PRIORITY||EXAMPLES||G'TEED 1st RESPONSE TIME||OUR TARGET|
|Critical||Your Main Server is offline and all users are unable to work.||1 Hour||15 Minutes|
|One of your Network Switches has failed and stopped half the company from working.|
|A VPN link between 2 x offices is offline causing one office to be unable to work.|
|High||Your Internet Connection is offline, users can still work locally||2 Hours||30 Minutes|
|Your CEO’s computer has stopped working|
|Your main Accounting Software has stopped working|
|Medium||A user’s desktop won’t turn on so they can’t work||4 Hours||1 Hour|
|One of the main printers is not working, but users can print to another one|
|A user is having problems connecting to the Wireless network|
|Low||Printing is slower than normal||8 Hours||2 Hours|
|A single user is unable to scan|
|A user needs a program installed on their PC|
|No Priority||Pro-Active maintenance of systems||N/A||N/A|
If you need a ticket bumped to "Critical" priority, we can do this for a one-off fee. Check our pricing page.
There are some circumstances where our SLAs do not apply.