When it comes to problems with computers, everyone feels their issue is critical! So, ticket queues use priority categories so that each issue is dealt with effectively and fairly. Solid Systems has two priority categories for tickets:• Critical, High and VIP
• Medium and Low A ticket will get a ‘Critical, High or VIP’ priority if the issue in question is affecting core infrastructure, servers, or more than 80% of end-users, or means the system is completely unavailable. A ticket will get a ‘Medium or Low’ priority if the issue in question is affecting less than 80% of end-users or an individual work-station, or if a short-term workaround can be used while the issue is being resolved. For more info on SLAs click here.