Support and response times
How fast will someone respond when something breaks?
Short answerOne hour for business down issues, four business hours for standard issues, next business day for low priority requests.
Response targets are tiered by how badly it hurts:
- Critical, business down: one hour. Server offline, no internet, email down company wide, suspected security incident.
- Standard: four business hours. One user cannot work, a printer is down, an application is misbehaving.
- Low priority: next business day. New user setup, software requests, questions.
Those targets are in the agreement, not just on a website.