Best ways to support small business IT
Small businesses form the backbone of our economy, contributing to job creation, innovation, and community...
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| Severity | Business Hours | After Hours | Description |
|---|---|---|---|
| Critical | 1 Hour | 1 Hour | Major business processes are stopped. |
| High | 2 Hours | 2 Hours | Production is proceeding, but significantly impaired. |
| Medium | 4 Hours | Next Business Day | Business process is degraded, but there is a reasonable workaround. |
| Low | 24 Hours | Next Business Day | More of an irritation than a stoppage. |
| Type | Severity Level | Response Time |
|---|---|---|
| Full Outage | Critical | 15 Minutes to 60 Minutes |
| Phones Down | Critical | 15 Minutes to 60 Minutes |
| Active Directory Issue | High | 30 Minutes to 2 Hours |
| Backup Issue | High | 30 Minutes to 2 Hours |
| Domain Issue | High | 30 Minutes to 2 Hours |
| DUO/2FA Issue | High | 30 Minutes to 2 Hours |
| Email Issues | High | 30 Minutes to 2 Hours |
| Firewall Issue | High | 30 Minutes to 2 Hours |
| Internet/Network Issue | High | 30 Minutes to 2 Hours |
| Peripheral Device Issue (mouse, keyboard, etc.) | High | 30 Minutes to 2 Hours |
| VPN Issue | High | 30 Minutes to 2 Hours |
| VPN/Tunnel Issue | High | 30 Minutes to 2 Hours |
| VPS Inaccessibility /Performance | High | 30 Minutes to 2 Hours |
| Add/Create Shortcut | Medium | 1 Hour to 4 Hours |
| Adobe Application Issue | Medium | 1 Hour to 4 Hours |
| Create/Remove Network Drive | Medium | 1 Hour to 4 Hours |
| Disable User Access/Remove User | Medium | 1 Hour to 4 Hours |
| Fax/Fax-to-email Issue | Medium | 1 Hour to 4 Hours |
| Hardware Issue | Medium | 1 Hour to 4 Hours |
| LOB Application Issue | Medium | 1 Hour to 4 Hours |
| Network Drives Accessibility | Medium | 1 Hour to 4 Hours |
| O365/Microsoft Application Issue | Medium | 1 Hour to 4 Hours |
| OS/Windows Issue | Medium | 1 Hour to 4 Hours |
| Password Reset | Medium | 1 Hour to 4 Hours |
| Scanning/Printing Issue | Medium | 1 Hour to 4 Hours |
| SNAPmobile Application Issue/Setup | Medium | 1 Hour to 4 Hours |
| UAC Prompt | Medium | 1 Hour to 4 Hours |
| Website Access/Browser Issue | Medium | 1 Hour to 4 Hours |
| Website Hosting Issue | Medium | 1 Hour to 4 Hours |
| Call Detail Record Pull Request | Low | 4 Hours to 24 Hours |
| Create New Email Account | Low | 4 Hours to 24 Hours |
| Create/Disable Local User | Low | 4 Hours to 24 Hours |
| New User Setup | Low | 4 Hours to 24 Hours |
| New Workstation/Laptop Setup | Low | 4 Hours to 24 Hours |
| PBX Routing Adjustments/Holiday Schedule | Low | 4 Hours to 24 Hours |
| Setup New Extension/Phone | Low | 4 Hours to 24 Hours |
| Voicemail Change/Issue | Low | 4 Hours to 24 Hours |
| Wiring | Low | 4 Hours to 24 Hours |
