| Severity Level | Definition | Response Time |
|---|---|---|
 Critical |
Major business processes are stopped | 15 Minutes to 60 Minutes |
 High |
High-impact problem where production is proceeding, but in a significantly impaired fashion | 30 Minutes to 2 Hours |
 Medium |
Business is degraded, but there is a reasonable workaround | 1 Hour to 4 Hours |
 Low |
More of an irritation than a stoppage | 4 Hours to 24 Hours |
| Type | Severity Level | Response Time |
|---|---|---|
| Full Outage | Critical | 15 Minutes to 60 Minutes |
| Phones Down | Critical | 15 Minutes to 60 Minutes |
| Active Directory Issue | High | 30 Minutes to 2 Hours |
| Backup Issue | High | 30 Minutes to 2 Hours |
| Domain Issue | High | 30 Minutes to 2 Hours |
| DUO/2FA Issue | High | 30 Minutes to 2 Hours |
| Email Issues | High | 30 Minutes to 2 Hours |
| Firewall Issue | High | 30 Minutes to 2 Hours |
| Internet/Network Issue | High | 30 Minutes to 2 Hours |
| Peripheral Device Issue (mouse, keyboard, etc.) | High | 30 Minutes to 2 Hours |
| VPN Issue | High | 30 Minutes to 2 Hours |
| VPN/Tunnel Issue | High | 30 Minutes to 2 Hours |
| VPS Inaccessibility /Performance | High | 30 Minutes to 2 Hours |
| Add/Create Shortcut | Medium | 1 Hour to 4 Hours |
| Adobe Application Issue | Medium | 1 Hour to 4 Hours |
| Create/Remove Network Drive | Medium | 1 Hour to 4 Hours |
| Disable User Access/Remove User | Medium | 1 Hour to 4 Hours |
| Fax/Fax-to-email Issue | Medium | 1 Hour to 4 Hours |
| Hardware Issue | Medium | 1 Hour to 4 Hours |
| LOB Application Issue | Medium | 1 Hour to 4 Hours |
| Network Drives Accessibility | Medium | 1 Hour to 4 Hours |
| O365/Microsoft Application Issue | Medium | 1 Hour to 4 Hours |
| OS/Windows Issue | Medium | 1 Hour to 4 Hours |
| Password Reset | Medium | 1 Hour to 4 Hours |
| Scanning/Printing Issue | Medium | 1 Hour to 4 Hours |
| SNAPmobile Application Issue/Setup | Medium | 1 Hour to 4 Hours |
| UAC Prompt | Medium | 1 Hour to 4 Hours |
| Website Access/Browser Issue | Medium | 1 Hour to 4 Hours |
| Website Hosting Issue | Medium | 1 Hour to 4 Hours |
| Call Detail Record Pull Request | Low | 4 Hours to 24 Hours |
| Create New Email Account | Low | 4 Hours to 24 Hours |
| Create/Disable Local User | Low | 4 Hours to 24 Hours |
| New User Setup | Low | 4 Hours to 24 Hours |
| New Workstation/Laptop Setup | Low | 4 Hours to 24 Hours |
| PBX Routing Adjustments/Holiday Schedule | Low | 4 Hours to 24 Hours |
| Setup New Extension/Phone | Low | 4 Hours to 24 Hours |
| Voicemail Change/Issue | Low | 4 Hours to 24 Hours |
| Wiring | Low | 4 Hours to 24 Hours |
Infiniwiz is an IT Support and IT Consulting company based in Chicagoland, Illinois. We provide Managed IT services across the Chicago Area. Cities we serve include City of Chicago, Schaumburg, Rosemont, Rolling Meadows.
