We prioritize requests based on the type of impact to the user. Here’s how we do it:
Critical – Users cannot perform any core job functions. We assign a team member to work on these requests continually during normal business hours until resolution.
High – Performance is severely degraded. We assign a team member with a 8 business hour resolution goal.
Moderate – Requests, moves/ads/changes, incidents where a work-around is possible. We prioritize these requests first-in, first-out with a resolution goal of less than 5 business days.
Typically onsite appointments are same-day, or next-day. Emergency onsite service is available 24×7.
We always have 2 technicians on-call for after-hours remote support who will respond in under 30 minutes. (24/7)