PHONE
(866) 429.2780
Typical Response Time:
Immediate
chat
Launch from the Blue Shield in your menu or task bar.
Typical Response Time:
1 – 15 Minutes
Priority Levels
Your Service Agreement defines the required response and resolution times.
Below we outline the different types of priorities and a description to better serve our clients.
PRIORITY 0 – URGENT
The service or device has completely stopped working and you are unable to complete tasks.
PRIORITY 1 – HIGH
The service or device has mostly stopped working and you have a way to work around the issue, but it is hindering your normal workflow to complete tasks.
PRIORITY 2 – NORMAL
The service or device is degraded or operating slower than normal. You are able to complete your tasks as normal, but there is an issue.
PRIORITY 3 – NON-URGENT
The service or device is working as normal, however, you require assistance with the service or device, such as an additional user, additional permissions (administrator), or something else. Also used for general inquiries.
We always work tickets in the order in which they are received, but may prioritize other tickets over
existing tickets due to the nature of the ticket and priority.
