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We are a
Shared Services
business model
This means you’re sharing our whole team with the rest of our clients.
How fast can I expect support?
priority
examples
guaranteed
response
times
target
response
times
priority
CRITICAL
examples
Your main server is offline and all users are unable to work.
One of your network switches has failed and stopped half the users from working.
A VPN link between 2 x offices is offline causing one office to be unable to work.
guaranteed response
times
1 HOUR
Guaranteed
Response
Time - 1 HOUR
target
response
times
15 MINUTES
Target Response Time - 15 MINUTES
priority
HIGH
examples
Your internet connection is offline, users can still work locally OK
Your CEO’s computer has stopped working and they have an urgent task
Your main Accounting Software has stopped working and is unavailable
guaranteed response
times
2 BUSINESS HOURS
Guaranteed
Response
Time - 2 HOURS
target
response
times
UP TO 1 HOUR
Target Response Time - 1 HOUR
priority
PREFERRED
examples
Suspicious email needs to be looked at or blocked
One of the main printers is not working, but users can print to another one
Program is freezing or crashing
guaranteed response
times
4 BUSINESS HOURS
Guaranteed
Response
Time - 4 HOURS
target
response
times
2 BUSINESS HOURS
Target Response Time - 2 HOURS
priority
STANDARD
examples
Printing is slower than normal
A single user is unable to scan documents
Need email configured on mobile device
guaranteed response
times
8 BUSINESS HOURS
Guaranteed
Response
Time - 8 HOURS
target
response
times
4 BUSINESS HOURS
Target Response Time - 4 HOURS
priority
SCHEDULED
SERVICE
examples
A user needs a program installed on their computer or laptop
New user setup and configuration including remote access
New computer or Laptop installation and configuration
guaranteed response
times
APPOINTMENT
target
response
times
APPOINTMENT