The following table shows the targets of response and resolution times for each priority level in our help desk, please note these times only apply to wausauIT responses. In the event that we need to contact a 3rd party Vendor, the response times can vary greatly. We make a best effort to meet these response times for our customers who have managed IT agreements with us.
Trouble |
Priority |
Response Time (in Hours)* |
Resolution Time (In Hours)* |
Service not available
|
Urgent |
Within 1 business hour |
ASAP - Best Effort |
|
Significant degradation of service (large number of users or business critical functions affected) |
High |
Within 4 Business hours |
ASAP - Best Effort |
|
Limited degradation of service (limited number of users or functions affected, business process can continue). |
Medium |
Within 1 business day |
ASAP - Best Effort |
|
Small service degradation (business process can continue and/or one user affected) |
Low |
Within 2 business days |
ASAP - Best Effort |
*Estimated time, not a guaranteed response time.