| Priority | Example | Guaranteed Response Time | |
|---|---|---|---|
| Critical | Your main server is offline. One of your network switches has failed and stopped half the company from working. A VPN link between 2 offices is offline halting workers. | 1 Hour | |
| High | Your Internet connection is offline but users can work locally. Your CEO's computer has stopped working. Your main accounting software has stopped working. | 2 Hours | |
| Medium | A users desktop won't turn on so they can't work. One of the main printers is not working, but users can print to another one. A user is having problems connecting to the wireless network. | 4 Hours | |
| Low | Printing is slower than normal. A single user is unable to scan. A user needs a program installed on their computer. | 8 Hours | |
| No Priority | Pro-active maintenance of systems. Add/ Edit / Delete User Requests. New Computer or Software Installation. | N/A |