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Remote Support

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Ticket Priority Levels

Critical (P1)

An issue that is preventing all users from working effectively. No workaround is available. Or an issue affecting multiple users at multiple of our customers.

Examples:

Complete loss of internet or network connectivity

All users unable to access business-critical systems or email

Major security incident affecting the whole company

High (P2)

An issue that is preventing some users from working effectively, but the business as a whole can still operate. Redundancy measures are implemented and working.

Examples:

A department or group unable to access shared files or systems

Email or application issues affecting several users

Network problems in a specific area of the office

Standard (P3)

An issue that is preventing a single user from working effectively, but isn’t impacting the wider business. Frustrating for the user but not mission critical

Examples:

One user locked out of their account

Single device hardware or software failure

Printing issues for an individual

Improvement (P4)

Requests that are not directly affecting any user’s ability to work right now, but could improve efficiency or help prevent problems from occurring in the future.

Examples:

Suggestions for new features or process improvements

Cosmetic system changes or upgrades

Requests for non-urgent changes or enhancements

    How We Prioritise:
    When a ticket arrives or as the first job in the morning we triage any new tickets and assign them to the correct priority. Once each ticket has a priority we then work through tickets by the date they were created on our system, Critical issues (P1) always come first, followed by high (P2), standard (P3), and finally improvements or change requests (P4).

    If your situation changes (for example, more users are affected), just let us know so we can reassess the priority.