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SERVICE	STARTER	BUSINESS	ULTIMATE
Response Time	Within 24 hours	Within 24 hours	Within 4 hours
Contact Channels	Ticket	Ticket + Chat + Email + Remote	Ticket + Chat + Email + Remote
Support Scope	PC	PC + Network	PC + Network
Remote Support	✕	✓	✓
Dedicated Account Manager	✕	✕	✓
Priority Help Desk	✕	✕	✓

Ticket Response Time

To ensure optimal service delivery, we categorize your support requests based on severity levels and process them according to our defined response time standards. This systematic approach helps us allocate resources efficiently and provide timely assistance for your business-critical IT needs.

For critical issues, our support engineers will work continuously during your support windows until the issue is resolved or until we determine that meaningful progress can be achieved. You must provide our engineers with online access and maintain contact availability during this period to assist with data collection, testing, and solution implementation.

Severity	Issue Type	Response Time
Severity 1	Critical	4 business hours
Severity 2	Important	8 business hours
Severity 3	Minor	24 business hours
Severity 4	Information	48 business hours

Critical

SEVERITY 1

You experience a complete loss of service that is mission-critical to your business operations. Your IT systems are completely down or severely impacted, preventing normal business activities. Typical Critical issues include: Complete system failures, Data corruption or loss, Network connectivity completely down, Security breaches, and Critical business applications unavailable.

Important

SEVERITY 2

You experience a significant loss of service affecting important business functions. Key features or systems are unavailable with no acceptable workaround, but operations can continue in a limited capacity. This includes: Major software malfunctions, Network performance issues, Email system problems, and Important business tools not functioning properly.

Minor

SEVERITY 3

You experience a minor loss of service that creates inconvenience but doesn't prevent core business operations. The impact is manageable with workarounds. Examples include: Software feature not working as expected, Minor performance issues, Printer connectivity problems, and Non-critical application errors.

Information

SEVERITY 4

You request information, clarification, or guidance regarding your IT systems or software. There is no impact on current operations or service availability. This includes: General questions about software features, Request for documentation, Training inquiries, and Enhancement suggestions.

Please use Critical (Severity 1) classification responsibly to ensure that genuine critical situations receive the necessary immediate attention and resources.

Join thousands of users who have benefited from our help desk support services to enhance their work productivity and efficiency.

Save up to 80% on IT costs

Save up to 80%
on IT costs

Starter

Compare All Plans

Ticket Response Time

Critical

Important

Minor

Information

Save up to 80% on IT costs

Save up to 80%on IT costs

Starter

Compare All Plans

Ticket Response Time

Critical

Important

Minor

Information

Save up to 80%
on IT costs