When you create a ticket with us it is assigned to a 1st line technician and given a priority of 'Medium'. We aim to get back to you within 8 working hours for medium priority tickets.
|Low||New user requests, leavers, hardware requests, software updates, software installs||3 working days||5 working days|
|Medium (default)||Fault or issue affecting a single user||8 working hours||16 working hours|
|High||Critical fault or issue affecting multiple users||4 working hours||8 working hours|
|Urgent||Business critical application or service unavailable for all users||1 hour||4 hours|
If you have sent us an email/ticket and believe the priority should be increased please call us to discuss this with the Support Desk.