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Common issues
Computer / workstation
Slow performance, crashes, won't boot
Slow performance, crashes, won't boot
Network / internet
Connectivity drops, VPN, Wi-Fi
Connectivity drops, VPN, Wi-Fi
Security concern
Phishing, malware, suspicious activity
Phishing, malware, suspicious activity
Software / applications
Microsoft 365, line-of-business apps
Microsoft 365, line-of-business apps
Response time SLA
- Low
Minor inconvenience — response within 8 hours - Normal
Affects one user — response within 4 hours - High
Affects a team — response within 1 hour - Critical
Business down — response within 15 minutes