Support Requests, Standard Response Times

Issue: Total disruption to the service

Example: Server down, network failure, all users cannot work

Response time: Within 30 minutes

Working on it: Within 1 business hour

Resolved: Within 4 business hours

Issue: Major inconvenience to one user

Example: Computer logon failure, one user cannot work

Response: Within 1 business hour

Working on it: Within 2 business hours

Resolved: Within 4 business hours

Issue: Minor inconvenience to one user

Example: PC slow or application error

Response: Within 2 business hours

Working on it: Within 4 business hours

Resolved: Within 8 business hours

User Administration: Add, Remove & Change

We usually require a 24-hour notice period for all requests relating to changes on the systems including:

  • Setting up or changing user accounts
  • Setting up or changing email accounts
  • Setting up or changing cloud services
  • Permissions changes
  • Software / printer configuration
  • New hardware or computer setup

Urgent password changes or disabling of accounts will be considered priority.

IT Procurement

We usually require 7 days. For example, if you take on a new member of staff and require a new PC or Laptop. This is the time from receiving your purchase order to the new PC or Laptop being delivered in a ‘ready to go’ state. (subject to availability from suppliers)

Timescales for larger procurement requests will be advised after the initial stages of the process.

We aim to provide the requested support service within the time shown, however where we have to contact and rely on third party support providers these times may increase.

Where possible, we aim to resolve and close support tickets in the fastest possible time. So it is not unusual for low priority issues to be resolved in minutes.