Standard Response: Service requests that are classified as a High, Normal, Low, or Deferral priority are considered Standard Response requests and will adhere to the Standard Response Time guarantee in the SLA. Example standard service requests include user password resets, printing issues, user application access, and new user setup.

Emergency Response: Service requests that are classified as an Emergency or Urgent priority are considered Emergency Response requests and will adhere to the Emergency Response Time guarantee in the SLA. Example emergency service requests include server outages, line of business application outages, and internet outages.

On-site Response: Service Provider attempts to respond to and resolve all service requests remotely. In the event that Service Provider is unable to resolve the service request remotely, a field service engineer will be dispatched to Customer’s office. In the event that the travel time required to reach Customer’s business location would place the engineer on-site outside of Service Provider’s hours of operation, the engineer will be scheduled for the morning of the next day within Service Provider’s hours of operation. See Service Availability for operating hours information.