This guide explains how ticket priorities work, what response and start times mean, and how to get the fastest support. Our goal is to set clear expectations and deliver a consistently delightful support experience.
Fastest path for urgent issues: Call the SupportDesk. Email is considered non-urgent by default and may delay the process. The SupportDesk is available 24×7.
Priority is based on impact to the organization, not how frustrating the issue feels to one person. This ensures the most business-impacting issues are handled first. It also keeps support consistent, predictable, and fair for everyone.
Important: If you submit a ticket as Priority 1 but it only affects one person and work can continue, it may be adjusted to a lower priority after review. This is normal and helps the team protect overall business uptime.
If the business is down or it feels time-sensitive, calling is the fastest path to triage and routing.
For standard requests, submit a ticket with a screenshot and a clear description.
What you were doing, what changed, when it started, who is impacted, and any error message.
Security note: When you call, we may verify your identity first. This typically takes 1–2 minutes and protects you from phone spoofing and impersonation attempts.
The table below shows our standard service level performance objectives. These are minimum targets that we consistently aim to beat. Priorities are confirmed by EasyITGuys after reviewing the impact.
| Priority | Impact Definition | Examples | Response Objective | Start of Work Objective |
|---|---|---|---|---|
| P1 Critical |
Service not available. Core service is down or the site cannot operate. Typically affects all users or a business-critical system. | Internet outage for the office. Server outage. Core application unavailable to everyone. | Within 2 business hours after notification. | Work begins immediately after triage confirms impact and access. High-priority items may require coordination and approvals before changes are made. |
| P2 Significant |
Significant disruption to operations. Multiple users impacted or a key business function is blocked. | Several users cannot access email or shared applications. Department unable to work normally. | Within 4 business hours after notification. | Work begins as soon as triage confirms impact and routes to the appropriate escalation tier. |
| P3 Limited |
Single user cannot work and there is no reasonable workaround. | User cannot sign in. Required application fails with no alternative method. Device issue with no backup option. | Within 24 business hours after notification. | Work begins after higher-impact issues are stabilized, then assigned to the next available technician. |
| P4 Small |
Work can continue, but there is inconvenience or reduced efficiency. A workaround exists. | Printer issue but another printer is available. Minor software issue with an alternate workflow. | Within 48 business hours after notification. | Work begins when scheduled capacity is available after higher priorities are handled. |
| P5 Planned |
Preventative maintenance, improvements, and long-term requests that are planned and scheduled. | New setup requests. Planned upgrades. Preventative maintenance tasks. Coordination meetings. | Within 48 business hours after notification. | Work begins based on scheduling, approvals, and coordination needs. |
Service level timeframes begin when we are notified through official support channels:
Notifications sent in other ways (such as informal messages or emails outside the normal workflow) may delay response because they are not guaranteed to enter the support queue immediately.
