Our Service Levels and Priorities

When a problem comes in be it via telephone, email or online Support System, we will grade the problem as follows:-

1. Server or Network Down
2. A key software system is not working
3. A PC/Laptop
4. A printer has failed
5. Scheduled work
6. Unscheduled work or internal MAS Ltd work

We give priority to tasks with the lowest priority number, ie a priority 1 of a server failure for client A will rank higher than a priority 2 of the payroll system failing for client B.  This is because client A is not trading, but client B can still pay their staff manually and if necessary make a manual adjustment next week or month.

If two support calls come in at the same time with the same priority, then priority will be given to the client who is on our monthly maintenance contract support plan as we are already maintaining their computers, will know their setup, and consequently we will be quicker at resolving their problem.

We aim to deal with priority 1's with a response of 4 hours and a fix of a further 8 hours.  Please note, if you call us out, we will expect access out of hours for priority 1 calls.  We aim to fix priority 2 calls the same or next Business working day.  We aim to respond to priority 3 calls the by at least the next Business day at the latest and have a fix by the end of the day after.  Unscheduled work can be when we are next passing or next on-site with you.

MyServer clients will always have a priority of 1 or 2 irrespective of if it is a PC related problem or not.