Priority Ticket Definitions

When you choose a priority for your request, please choose the appropriate one according to the definitions below.

Low:  A problem that you are having that doesn't hinder on your capability to work.

Or, a question or clarification that you would like to know.

This can be addressed next time we are around or connected to you maybe in a week or so.

Normal:  A problem that is affecting your capability to work, but you might have a workaround,...

Or, a question or clarification that you would like to know and you need answers to.

You would like it addressed in the next day or 2 

High:   A problem that is affecting the office, example: Printing, Scanning, accessing some network resources,.....  

Or, your Computer is down.

This needs to be address within a few hours if possible 

Urgent:  Network is down, Internet is down (if it is also phones, it may be the provider, call the provider as well), Email is down but network is up.  Issues that are office wide.

This needs to be addressed as soon as possible

Please remember that Urgent issues might incur additional $