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 4 working hours for medium priority tickets.

Ticket Priority

New user requests, leavers, hardware requests, software updates, software installs
8 working hours
5 working days
Medium (default)
Fault or issue affecting a single user
4 working hours
18 working hours
Critical fault or issue affecting multiple users
2 working hours
8 working hours
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.