Service level expectations and support priorities
This page explains how OpenTech approaches ticket handling, priority levels, escalation, and service expectations across managed support workflows.
How support requests are prioritized
OpenTech uses priority-based handling to route requests according to business impact, urgency, and the nature of the issue. Exact response times may vary by plan, scope of service, and the circumstances of the request.
- Critical issues are prioritized first
- Operational outages receive faster escalation
- Standard support requests follow normal ticket workflows
- Planned work and consultations are handled separately from incident-driven support
Critical
Used for major outages, active security incidents, ransomware concerns, severe service disruption, or issues that materially impact business operations.
- Service unavailable or severely degraded
- Suspected compromise or urgent security event
- Broad user impact
- Escalated handling path
High
Used for serious issues affecting important workflows where business impact is significant but operations are not fully halted.
- Important feature or workflow disruption
- Limited workaround may exist
- Single system or department impact
- Accelerated response path
Normal
Used for standard support issues, user troubleshooting, configuration requests, and general operational assistance.
- Typical support requests
- Single-user or limited workflow issues
- Handled through standard service queue
- Most day-to-day requests fall here
Low / Planned
Used for consultations, improvement requests, non-urgent questions, planning work, and lower-impact changes.
- Planned work and requests
- General guidance and questions
- Lower urgency changes
- Often scheduled separately
How escalation works
Requests may be escalated based on severity, scope, security impact, or the need for deeper investigation. OpenTech uses escalation to help ensure the right handling path is applied as situations evolve.
Plan and scope matter
Service handling and expectations may vary depending on your plan, contracted scope, supported systems, and whether the issue falls inside or outside agreed service boundaries.