Response times and how we prioritise work
What priority your ticket gets, what happens first, and how to flag something that's genuinely stopping work.
Last reviewed 20 August 2026
Every ticket gets a priority when it's raised. Priority decides the order we work in, not how much we care about the problem.
- Critical — a whole site or a business-critical system is down, or you suspect a security incident. Picked up ahead of everything else.
- High — one or more people can't work at all, with no workaround.
- Normal — something is broken or slow but there's a way round it for now.
- Low — requests, questions, changes and new equipment that has a date attached.
Your contracted response targets are set out in your service agreement, and the tier you're on determines them. If you're not sure which tier you're on, ask and we'll confirm it in writing.
Suspected security incident
Ransomware, a compromised mailbox, an obviously fraudulent payment request or a stolen laptop always jumps the queue. Phone us — don't rely on email, especially if the mailbox itself may be affected.
Still stuck?
Log it with the helpdesk and a real engineer will pick it up — or book a call if you'd rather talk it through.