Tickets
Requests go through GLPI at support.acme.internal. We pick up a ticket within 4 business
hours.
| Priority | Example | Pick-up time |
|---|---|---|
| P1 | site down for everyone | 15 minutes, on-call included |
| P2 | a service is degraded | 1 business hour |
| P3 | a single person is blocked | 4 business hours |
| P4 | a request or a question | 2 business days |
Pages linking here
- Client supportclients/support.md
- Frequently asked questionsfaq.md
- Firewallnetwork/firewall.md
- Incidentprocedures/incident.md
- Toolstools/README.md