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24/7/365 EXPERT IT SUPPORT
Need Help?
Here’s How To Contact Ntiva Service Desk
Ntiva Support Guidelines
Immediate
Response Time: 15 minutes
Critical issues that render the system unusable or cause a complete loss of service
- System failure that creates a severe business impact.
- Client cannot perform any tasks.
- System failure affects all users.
- No workaround to the problem is possible.
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Quick
Response Time: 1 hour
Major issues that significantly impact the client's ability to perform their core tasks or affect critical functions of the system.
- System failure that creates a high business impact.
- Client cannot complete core tasks.
- System failure affects many users.
- Workaround to the problem is not available or feasible.
Normal
Response Time: 4 hours
Minor issues that affect some aspects of operations, but do not prevent the client from performing their core tasks.
- System failure that creates a moderate business impact.
- Client can complete most tasks.
- System failure affects multiple users.
- Workaround to the problem is available but not optimal.
Scheduled
Response Time: 24 hours
Non-urgent or routine requests that do not significantly impact operations.
- System failure that creates a minimal business impact.
- Client can complete most tasks.
- System failure affects one or two users.
- Acceptable workaround to the problem has been identified.
