At Blue Water IT LLC, we understand that different issues require different levels of urgency. To ensure that your concerns are addressed in a timely and efficient manner, we have established three priority levels for support tickets: High, Medium, and Low.

     1. High Priority

Description: This level is for critical issues that significantly impact your business operations.

Examples: Server outages, Major security breaches, Network failures affecting multiple users

Response Time: Immediate attention. Our team will respond within 1 hour and work continuously until the issue is resolved.

     2. Medium Priority

Description: This level is for important issues that affect productivity but do not halt operations.

Examples: Persistent software errors, Non-critical hardware failures, Issues affecting a single department or user group

Response Time: Our team will respond within 4 hours and work to resolve the issue as quickly as possible.

     3. Low Priority

Description: This level is for minor issues or requests that do not significantly impact day-to-day operations.

Examples: General inquiries or advice, Routine software updates or installations, Minor configuration changes

Response Time: Our team will respond within 24 hours and schedule the work to be completed at the earliest convenience.