When your email is down or you can't access files, every minute matters. But what response time should you actually expect from IT support?
Industry Standard Response Times
- Critical (system down) — 15-30 minutes
- High (major impact) — 1-2 hours
- Medium (single user) — 4-8 hours
- Low (questions, requests) — 24-48 hours
Response vs Resolution
Response time means when someone acknowledges your issue. Resolution time is when it's actually fixed. A 15-minute response doesn't mean a 15-minute fix—complex issues take time.
What Affects Response Time
- Time of day (business hours vs after-hours)
- Support tier (basic vs premium)
- Issue complexity and severity
- Provider workload and staffing
Our Commitment
At Bergen Computer Solutions, our managed IT clients receive:
- 15-minute response for critical issues
- 1-hour response for high priority
- Quick response for standard requests
- 24/7 emergency support line
We're local in Ramsey, so if remote support can't solve it, we can be on-site fast.