Any Questions?
Frequently Asked Questions
What does response time mean?
Response time refers to the amount of time it takes for us to acknowledge and start working on your issue after you’ve reported it. For example, if you report a critical issue like a server being down, our response time goal is to start addressing the issue within 1 hour.
What is the difference between response time and resolution time?
Response time is how quickly we begin working on your issue after it’s reported, whereas resolution time is how long it takes to fully fix the issue. While we aim to respond to critical issues within 1 hour, the resolution time depends on the complexity of the problem. Some issues can be resolved quickly, while others may take longer due to troubleshooting, repair, or parts replacement.
Why is response time important?
Response time is important because it ensures that we start addressing your issue as soon as possible, minimizing downtime and the impact on your business. A fast response time doesn’t necessarily mean the problem will be fixed immediately, but it ensures that the issue is being actively worked on.
How long will it take to resolve my issue?
The resolution time depends on the nature of the issue. For example, a minor issue like a software installation may be resolved in a few minutes, while more complex problems, such as hardware failures or network outages, may take several hours or even days if parts need to be ordered. We will keep you updated throughout the process to give you a clear idea of the expected resolution time.
How do you prioritize different issues?
We prioritize issues based on their impact on your business. Critical issues that affect your entire system or a large portion of your team will be prioritized first. Low-impact issues, like slow printing or single-user software problems, will be addressed as per the lower-priority response times.
What is included in the response time?
The response time includes acknowledging your issue, logging it in our system, and assigning a technician to start working on it. The clock starts when we receive your request, whether via email, phone, or a service ticket. Once we start investigating, we aim to either resolve the issue immediately or give you an update on the next steps.
