Critical 15min – 1hr.
Standard non critical: 2hrs – same day (faster if techs are available and there’s slack).
Non critical issues: next day if there are no techs available (same day if techs are available and there’s slack).
Aim is to close all tickets same day if possible or have them at least scheduled.
Each company is different so we have worked out our metrics and what’s sustainable for our clients. If we get repeat tickets we implement solutions that get rid of those repeat tickets.