Response times for Redlands businesses
Every ticket is given a priority based on urgency and impact, and each priority
has an initial response target. Most Redlands tickets are then resolved remotely
in the same session.
- Critical
- Within 1 business hour
- You cannot do your job at all. A computer that will not turn on or boot.
- High
- Within 3 business hours
- A major part of the job is unavailable. Email down, no internet, unable to print at all, or phones not making or receiving calls.
- Medium
- Within 7 business hours
- There is a fault, but you can keep working another way. One printer is out while others are available, or voicemail is not working.
- Normal
- Within 1 business day
- A request that is not time sensitive. Setting up a machine, moving a phone, or changing a feature.
A response is our first contact with you about the ticket, by phone, email or in
person. Targets are measured in business hours from when the request is lodged by
email with our helpdesk ticketing system. Formal SLA response times are part of
the Enterprise plan on the pricing calculator.
Anything that cannot be fixed remotely or over the phone is escalated to the
engineers assigned to your site, and an onsite visit to Redlands is booked from
our Loganholme office, about 25 minutes by road to Capalaba and a little further to Cleveland outside peak traffic.