d6 Internal Technical Support

Use this form to submit a support request to the d6 ITS department

Priority Levels & Response/Resolution Times

Priority

Description

Initial Response Time

Resolution Time

P1
Critical

Major system outages resulting in significant disruption to business operations (e.g., office internet completely offline).

30 minutes

2 hours

P2
High

Significant issues affecting multiple users, but operations can continue in a limited or degraded capacity, (e.g., slow internet or intermittent connectivity problems)..

1 hour

4 hours

P3
Normal

Single-user issue impacting productivity.

2 hour

1 day

P4

Low

Minor issues or general requests, which require attention within a few days.

4 hours

3 days

P5

Routine

Long-term requests and non-critical maintenance (e.g., procurement, onboarding, offboarding)

8 hours

2 weeks

For more information please refer to our Service Level Agreement

ITS Request Form
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