Priority explanation

• Low - Less than 75 minute response time
  • For minor issues that are not impacting your workflow
  • Examples
    • A printer is offline, but others are working.
    • Special requests for convenience
       
• Medium - Less than 40 minute response time
  • For issues that impact your workflow some
  • Examples
    • Computer is running slow
    • Outlook is not loading emails
    • Unable to open/log into a non-critical program
       
• High - Less than 15 minute response time
  • For major issues that severely impacting your workflow
  • Examples
    • Computer does not power on
    • Unable to log into computer
    • Unable to open/log into a critical program
       
• Urgent - Less than 10 minute response time
  • For major issues that severely impacting yours and others workflow
  • Examples
    • A section or part of the office has lost power or network connectivity
    • Many staff cannot open/log into a critical program
    • Security related issues