Priority Level Issue Initial Response Time Targeted Resolution
P1 All Functionality Unavailable
Many Users Affected
  • Primary server or system is down
  • Network switching is down
  • Email system is down
  • Internet connectivity is down
  • Cybersecurity incident (unmitigated)
 1 hour 2 Hours
P2 Business-Critical Function Unavailable
Many Users Affected
  • Email communication disrupted or blocked
  • Internet connectivity is disrupted
  • Critical software application offline (e.g. CRM or Accounts)
  • Critical business process (e.g. Payroll) cannot proceed
  • Critical user/VIP cannot work or is severely disrupted
  • Major network performance issue
  • Backup System failed for 3 consecutive days
  • Cybersecurity incident (temporarily mitigated)
 2 hours 4 Hours
P3 Limited Degradation of Service
Few Users Affected
  • Minor network performance issue
  • Backup Systems are reporting issues or failures for the first time
  • Secondary communications (e.g. Webmail, iPhone) disrupted
  • PC or critical network device down or inoperable
  • User unable to access a critical system
 1 Business Day 3 Business Days
P4 Minor Issue / Scheduled Event
One User Affected
  • Non-critical issue, user can still work
  • New User Account Setup
  • Move/Add/Change to system hardware or software
  • Scheduled installation of new hardware or software
  • Customer has specified low priority or no due date
 3 Business Days
(or on agreed schedule)		 As required

Notes:

  1. All tickets are assigned to one of four queues: Help Desk, Support, NOC (Network Operations), and Projects.
  2. Tickets are worked in a defined, logical order → by mCare agreement type (VIP/Pro/Essentials), highest priority to lowest priority, and oldest ticket to newest.
  3. Tickets from human beings hit our Help Desk queue as a P4 and are triaged appropriately.
  4. For mare VIP and mCare Pro agreements, we strive to resolve Help Desk tickets in < 1 hour; otherwise, it is best effort.
  5. Tickets generated by machines and other alerts go to our NOC queue.
  6. Tickets needing more than 1 hour, vendor support, scheduling, and/or additional expertise are moved to our Support queue.