| Priority | Example | Response Guarantee | Response Target |
|---|---|---|---|
| ! Critical | Server offline or all users affected; entire network down; ransomware or active security breach (Call Us — do not email) | 2 Hours | 15 Mins |
| ! High | Internet down; CEO or director unable to work; accounting software failed; department offline (Call Us — do not email) | 4 Hours | 1 Hour |
| ! Medium | Single workstation down; main office printer offline; application error for one user | 8 Hours | 4 Hours |
| ! Low | New user setup; software installation; non-urgent maintenance task | 16 Hours | 8 Hours |
| ✓ No Priority | Pro-active maintenance; scheduled patching; monitoring tasks | N/A | N/A |
📞 After-hours emergency support
Unplanned emergency support outside business hours is included in your agreement for genuine Critical priority situations only (such as a complete server outage or total loss of connectivity). Call us directly for emergencies — do not email.
Response time means time to acknowledge and begin triage — not necessarily time to resolve.
Response guarantee is the maximum guaranteed response time during agreed support hours. If we miss this for a correctly lodged request, you may claim a service credit of 5% of your monthly fee (up to 25% per month).
Priority classification is made by Connected Platforms based on business impact, urgency and available information. You may request an Emergency Upgrade for High, Medium or Low priority matters — the Emergency Upgrade rate may apply.
This schedule forms part of the Connected Platforms Managed Service Agreement. See also: Appendix A · Appendix C · Appendix D · Recommended Technology Platform