Service Request
The following matrix demonstrates how we prioritise your service requests. Complete the form below, and the request automatically goes in to our Maximizer database and gets assigned to a technician.
| Priority | |||||
| Request Priority Matrix | High | Medium | Low | ||
No work can be done |
Something not working, but can work around |
Enhancement or Work Request |
|||
High |
Has major cost effect on the business |
1 | 2 | 3 | |
Impact |
Medium |
Disruptive, but not critical |
2 | 4 | 5 |
Low |
No operational impediment |
3 | 5 | 6 | |
NB: the following times are target times, and can not be guaranteed.
| Priority | Response Time | Resolution Time | |
| 1 | Critical |
15 minutes |
1 hour |
| 2 | High |
1 hour |
4 hours |
| 3 | Medium-High |
4 Hours |
1 day |
| 4 | Medium |
4 hours |
3 days |
| 5 | Medium-Low |
1 day |
1 week |
| 6 | Low |
1 day |
4 weeks |
