Service levels

Anything anybody needs fixing — inside the company or outside it.

Priority	First reply within	Fixed within	The clock
urgent	1 h	8 h	24 hours, the clock stops while waiting on the requester
high	2 h	24 h	24 hours, the clock stops while waiting on the requester
normal	4 h	48 h	working hours, 9 to 6
low	8 h	120 h	working hours, 9 to 6

Press 2 is tripping the overload on every third stroke
high · reply within 1 h · fix within 8 h
reply insidefix over
Laptop will not boot past the Dell logo since this morning
normal · reply within 4 h · fix within 24 h
reply insidefix inside
Hole pitch out of tolerance on 40 pieces from the first lot
high · reply within 2 h · fix within 24 h
reply insidefix over
Press 2 tripped again on the night shift
high · reply within 1 h · fix within 8 h
reply insidefix inside
Press 2 overload again, second time this month
high · reply within 1 h · fix within 8 h
reply insidefix inside
Cannot open the shared drive since the password change
normal · reply within 4 h · fix within 8 h
reply insidefix inside

Team CSAT 4 / 5 from 2 of 4 resolved — a team number, never a per-person one.