|Type of Problem||Response Time|
|On-site visit required to diagnose||2 Business days|
|On-site visit not required to diagnose||1 Business day|
|Significant impact||4 hours|
|Classroom impact||1 hour|
|Service Level Agreement||varies*|
*Service Level Agreement - a contractual service commitment that may supersede general response times.
To inquire about an SLA with the Helpdesk, email firstname.lastname@example.org.