6160 Warren Pkwy, Ste 100
Frisco 75034

Phone: 972.417.2889

Guaranteed Response Times & Priority Levels


The following table shows the Guaranteed Response times for each priority level and provides priority level examples.  



Guaranteed Response Time



Your Main Server is offline, and all users are unable to work.

1 Hour

One of your Network Switches has failed and stopped half the company from working.

A VPN link between 2 x offices is offline causing one office to be unable to work.



Your Internet Connection is offline, users can still work locally

2 Hours

Your CEOs computer has stopped working

Your main Accounting Software has stopped working



A users desktop wont turn on so they cant work



4 Hours

One of the main printers is not working, but users can print to another oneÂ

A user is having problems connecting to the Wireless network



Printing is slower than normal


8 Hours

A single user is unable to scan

A user needs a program installed on their PC


No Priority

Pro-Active maintenance of systems

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Add / Edit / Delete User Requests

New Computer or Software Installation

Response Time Guarantee Exclusion List


The Response Time Guarantee does not apply to:

Additions, moves or changes to users, devices, configurations or network

Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions

Issues lodged outside Our Business Hours

Items caused by Hardware or Software not meeting our Minimum Standards

Service Requests related to Software not on our Approved Software List (see Appendix D)

Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us

Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration

Service Requests for issues related to user-initiated Virus and Malware Infections

Service Requests for Issues involving the sourcing of hardware/software

Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage