# 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 |