APPENDIX A

GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

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

PRIORITY	EXAMPLES	GUARANTEED RESPONSE TIMES
Critical	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.
High	Your Internet Connection is offline, users can still work locally	2 Hours
	Your CEO’s computer has stopped working
	Your main Accounting Software has stopped working
Medium	A user’s desktop won’t turn on so they can’t work	4 Hours
	One of the main printers is not working, but users can print to another one
	A user is having problems connecting to the Wireless network
Low	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	N/A