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Helpdesk ticket will be first response within 1 working hour. Below is the SLA priority hours for each ticket need to be solved. 

SLA Priority Hours

  • Low Resolve by: 135 working hours 
  • Medium Resolve by: 67 working hours
  • High Resolve by: 34 working hours
  • Emergency Resolve by: 18 working hours

Our Helpdesk incident operations hours is from 9AM to 3AM PST.

 

Please submit new ticket via the helpdesk user portal, so you are able to select the impact and urgency that auto justify the priority applied by above SLA. The higher priority tickets should have reasonable justification and deadline provided in advanced.

But if the ticket is created via email, user is not able to control this, by default it will be always Medium Priority. IT support team can update the impact and urgency if user provided reasonable justification in the email.

Priority Matrix Table:

Priority Urgency
Low Medium High Critical
Impact Low Low Low Medium High
Medium Medium Medium Medium High
High Medium High High Emergency
Critical Medium High Emergency Emergency
Keywords: SLA Priority