IT Service Levels – What to Expect

We know technology issues can be stressful, so here’s a quick guide on how the IT team handles requests. The time it takes to respond and resolve depends on the priority level of the issue.

What Each Priority Means

• Urgent – Big problems: network down, security breach, or anything that stops school operations.

• High – Serious issues: multiple users can’t work, or important systems aren’t functioning properly.

• Medium – Annoying but manageable: some users are affected, but there’s a workaround.

• Low – Everyday stuff: general questions, small requests, or minor issues that don’t impact work.

How Fast We’ll Respond