Service levels and response times
Clear expectations. Fast response. Priority based on business impact.
How we prioritize your requests
CTEKS prioritizes support requests based on severity, number of users affected, security impact and effect on business operations. Our targets help our engineers focus first on the issues that matter most to your business.
| Priority | Example | Essential | Proactive | All-Inclusive |
|---|---|---|---|---|
| P1 Critical | Company wide outage, server down, major cybersecurity incident, critical business system unavailable | 1 hour* | 30 minutes* | 15 minutes* |
| P2 High | Multiple users affected, major application unavailable, significant connectivity issue | 1 hour | 1 hour | 1 hour |
| P3 Normal | Individual user issue, software problem, printer issue, standard troubleshooting | 4 business hours | 4 business hours | 4 business hours |
| P4 Low or request | New user setup, software installation, access change, general request | 1 business day | 1 business day | 1 business day |
| Planned change | Projects, migrations, hardware deployments, scheduled maintenance | Scheduled with you | Scheduled with you | Scheduled with you |
*P1 targets apply during contracted support hours. Response time is not resolution time. Actual response targets are defined by the customer’s SLA. All response targets are subject to the customer’s SLA. Final response times, coverage hours, escalation paths and any guaranteed service commitments are defined in the executed service agreement.
What counts as P1, and what does not
Not every ticket receives a P1 target. CTEKS assigns priority based on business impact and security risk, not on how a request is submitted or described.
Typically P1
- Company wide or whole office outage
- Production server or core network down
- Confirmed or suspected ransomware or active security incident
- Critical Microsoft 365 outage affecting most users
- Business critical application down for most users
Typically not P1
- One user’s computer, printer or software problem (P3)
- Password resets and access changes (P3 or P4)
- New user setup or software installation (P4)
- Slow performance for one person (P3)
- Questions and general requests (P4)
P1 targets are 1 hour for Essential, 30 minutes for Proactive and 15 minutes for All-Inclusive, during your contracted support hours. Your SLA defines the actual target, coverage hours and how priority is assigned.
What each level looks like
P1 Critical
Complete office or company outage, production server unavailable, major network outage, confirmed or suspected ransomware or security incident, critical Microsoft 365 outage, business critical application down for most users. P1 incidents are prioritized first during your contracted support hours. After hours response is per your SLA or an add-on.
P2 High
Multiple employees unable to work, significant application outage, VPN or remote access outage affecting multiple users, major performance degradation, an important service partially unavailable.
P3 Normal
Single user computer problem, Outlook or Microsoft 365 issue, printing issue, application error, performance issue affecting one user, general troubleshooting.
P4 Service request
New user creation, permission changes, software installation, distribution list changes, hardware requests, routine configuration requests.
Response time is not resolution time
Response time measures how quickly CTEKS acknowledges, reviews and begins working on a request.
Resolution time depends on the nature of the issue and may be affected by third party vendors, Internet service providers, hardware availability, software manufacturers, Microsoft, cloud providers, customer approvals and other external dependencies.
Four factors decide priority
Business impact
How much of the organization is affected?
Urgency
Can employees continue working?
Security risk
Does the issue represent an active or potential cybersecurity threat?
Scope
Is it affecting one user, one location or the entire organization?
Security events receive elevated priority
Suspected ransomware, account compromise, business email compromise, malicious activity or other significant security events are escalated through the appropriate CTEKS security response process.
Response and containment actions depend on the customer’s managed security services, deployed security tools, environment and service agreement.
Learn about our security operations and threat response process →
Coverage depends on your agreement
Standard support
Provided during the support hours defined in your CTEKS service agreement.
Emergency and after hours
Essential and Proactive: per SLA or add-on. All-Inclusive: priority after-hours options available per SLA. Cybersecurity emergency response depends on your service agreement and security package.
Security monitoring
CTEKS managed cybersecurity can include 24/7 SOC monitoring, SIEM, endpoint monitoring, threat detection, investigation and escalation, depending on your selected plan, security package and service level agreement.
Your SLA is documented in your agreement
Service levels may vary based on the selected plan, number of locations, support requirements, infrastructure complexity, coverage hours and SLA term. Final response commitments are documented in your service agreement.
Common questions
Is the response time on this page guaranteed?
No. These are typical targets. Your response times, coverage hours and any guaranteed commitments are set in your executed service agreement.
What is the difference between response and resolution?
Response is how quickly we acknowledge and begin work. Resolution depends on the issue and on outside parties such as vendors, carriers and manufacturers.
Do you offer after hours support?
Critical after hours support may be available depending on your plan and SLA.
Ask how service levels work for your business
Find out where your risks are before they become outages.
- 1Tell us about your setupTakes about 2 minutes
- 2We review your environmentA short call if we need details
- 3You get a written quotePlans start at $80, $120 and $175 per user/month. See plans
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