Client Response, Resolution Times & Issue Priorities

🚨 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.


🎯 Priority Levels & What They Mean

Priority Color Description
P1 - Emergency πŸ”΄ Red System-wide outage, server crash, or no internet. Business is down β€” needs immediate action.
P2 - Urgent 🟠 Orange Critical functions not working, like email or file access for key staff, but business can still operate.
P3 - Normal πŸ”΅ Cyan General IT requests or issues (e.g., software help, password reset, printer issue).
P4 - Projects / New Setup 🟒 Green New employee setup, system upgrades, or scheduled project work.
Unassigned 🟣 Purple Ticket received but not yet categorized. Action pending to prioritize.
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⏱️ Response Times by Service Plan

Issue Type Essential IT SupportΒ  Advanced Security & SupportΒ  IT Compliance Protection
P1 – Emergency 1 – 4 hours 15 mins – 2 hours 15 mins – 1 hour
P2 – Urgent 2 – 6 hours 1 – 4 hours 1 – 3 hours
P3 – Normal 4 – 8 hours 2 – 6 hours 2 – 4 hours
P1 – Onsite Support Within 12 hours Within 6 hours Within 4 hours
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πŸ› οΈ How We Resolve Your Issues

We work in 3 support tiers to make sure you get the right level of expertise:

  • Tier 1 Support: Initial ticket creation, basic troubleshooting, and user support.

  • Tier 2 Support: More complex issues passed to experienced engineers.

  • Tier 3 Support: High-level engineers handle critical issues, often working directly with software or hardware vendors.


βœ… Summary

  • Emergency issue? We respond fast β€” as quick as 15 minutes on premium plans.

  • Routine request? You'll still get a timely response based on your plan.

  • Not sure how critical it is? Just contact us β€” we’ll prioritize accordingly.

Need help now?
πŸ“ž Call: 408-216-5800
🌐 Submit a ticket: esudo.com