Plain-English summary of how we respond and communicate when you need help.
Business Hours: Mon–Fri, 9:00 a.m.–5:30 p.m. ET (excluding observed holidays). Critical incidents are eligible for 24×7 response.
Open a ticket via portal, email, or phone. SLA timers start when a ticket is created through these channels.
| Priority | Example | Response Target | Typical Resolution Goal* |
|---|---|---|---|
| P1 – Critical | Server/network outage; ransomware | Within 1 hour (24×7) | Stabilize ASAP (often ≤ 4 hrs) |
| P2 – High | Many users affected; major degradation | Within 2 business hours | Same business day |
| P3 – Medium | Single user or non‑critical function | Within 4 business hours | 1–2 business days |
| P4 – Low | Minor issue or scheduled request | By next business day | 2–5 business days |
*Resolution times are targets, not guarantees; complex issues may require vendor parts or extended investigation.
We schedule disruptive maintenance outside business hours whenever possible and coordinate changes with advance notice.
Service Desk → Senior Engineer → Management/Vendor. P1 issues escalate immediately; others escalate if not progressing.