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.


Ticket Priority

Description
Response
Resolve
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 belive the priority should be increased please call us to discuss this with the Support Desk.