π¨ eSudo Response & Resolution Times
We prioritize support requests based on how urgent the issue is β and how it affects your business operations. Here's a quick breakdown of what to expect with each service plan.
π― Priority Levels & What They Mean
Priority | Color | Description |
---|---|---|
P1 - Emergency | π΄ Red | System-wide outage, server crash, or no internet. Business is down β needs immediate action. |
P2 - Urgent | π Orange | Critical functions not working, like email or file access for key staff, but business can still operate. |
P3 - Normal | π΅ Cyan | General IT requests or issues (e.g., software help, password reset, printer issue). |
P4 - Projects / New Setup | π’ Green | New employee setup, system upgrades, or scheduled project work. |
Unassigned | π£ Purple | Ticket received but not yet categorized. Action pending to prioritize. |
β±οΈ Response Times by Service Plan
Issue Type | Essential IT SupportΒ | Advanced Security & SupportΒ | IT Compliance Protection |
---|---|---|---|
P1 β Emergency | 1 β 4 hours | 15 mins β 2 hours | 15 mins β 1 hour |
P2 β Urgent | 2 β 6 hours | 1 β 4 hours | 1 β 3 hours |
P3 β Normal | 4 β 8 hours | 2 β 6 hours | 2 β 4 hours |
P1 β Onsite Support | Within 12 hours | Within 6 hours | Within 4 hours |
π οΈ How We Resolve Your Issues
We work in 3 support tiers to make sure you get the right level of expertise:
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Tier 1 Support: Initial ticket creation, basic troubleshooting, and user support.
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Tier 2 Support: More complex issues passed to experienced engineers.
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Tier 3 Support: High-level engineers handle critical issues, often working directly with software or hardware vendors.
β Summary
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Emergency issue? We respond fast β as quick as 15 minutes on premium plans.
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Routine request? You'll still get a timely response based on your plan.
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Not sure how critical it is? Just contact us β weβll prioritize accordingly.
Need help now?
π Call: 408-216-5800
π Submit a ticket: esudo.com