Understanding Service Priorities

These days people want things fast. They want to stream their movies and music instantly, have their food arrive at their door with a few taps on their phone and their IT needs are no different. 

The time it takes to solve an issue depends on the problem itself. Just like a hospital emergency room, we use a triage system to categorize the urgency of each incident, which helps us determine how quickly we need to solve it. Our goal is to resolve issues with the highest impact to your business first.

Priority One

For the most critical problems, called "Priority One or P1s," we aim to solve them within 4 hours. These are problems that greatly impact your business operations, like a complete loss of internet connectivity.

Some Examples:

1. Loss of internet connectivity for the entire office
   
2. Failure of critical systems or applications that prevent business operations
   

Priority Two

"Priority Two or P2" issues are still important but don't completely shut down your business. We resolve most of these problems in 18 hours or less.

Some Examples:

1. Slow networking systems that take a small group offline
   
2. Inability to access important data or files
   

Normal Priority

"Normal Priority" problems are everyday issues like resetting a password or installing a printer. These issues take 45 business hours or less to solve.

Some Examples:

1. Application issue, but there’s a work-around
   
2. Request for printer installation
   

Low Priority

"Low Priority" issues are the least urgent. These are problems that have no deadline or may be proactive in nature.

Some Examples:

1. Request for software updates or upgrades
   
2. Non-urgent hardware maintenance or repair requests.