RawlsGroupHelpDesk.com
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Severity & Response Windows

The Rawls Group Technology Department maintains core-coverage hours of Monday - Friday 9am - 5pm.  We are closed on Holidays and follow the Rawls Group Operating Partner's calendar.  Tickets created with a SEV1 or SEV2 are considered non-emergency and will be given a response during core-coverage hours.  Tickets created with a SEV3, SEV4, and SEV5 have increasing urgency and are handled with high priority.

When you fill out a new help desk ticket, you are given the opportunity to assign a priority for the ticket based on SEVerity.  The chart below-left displays our target response time while the video below-right demonstrates the process of choosing a SEVerity.  

The Rawls Group Technology Department may at certain times adjust a ticket's SEVerity rating to reflect the most appropriate urgency.  This may occur during the progression of a ticket's life cycle - tickets may be promoted or demoted as necessary.

0-4hrs: SEVerity 5 [Rawls Group Escalation]
0-4hrs: SEVerity 4 [Server Offline]
0-4hrs: SEVerity 4 [Network Issue - Internet & Phones Total Outage]
0-4hrs: SEVerity 3 [Network Issue - Internet Offline]
0-4hrs: SEVerity 3 [Network Issue - Phones Offline]

0-1 days: SEVerity 3 [Multiple Users Impacted - Business Interrupted]
0-2 days: SEVerity 2 [Multiple Users Impacted - Business Functional]
0-2 days: SEVerity 2 [Single User Impacted - Business Interrupted]

0-5 days: SEVerity 1 [Single User Impacted - Business Functional]

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​Director of Technology:   Scott Hardy - 678-362-0316 - shardy@kw.com - Core Coverage: Mon - Fri 9am - 5pm
  • HELP DESK
    • Create a New Ticket
    • Schedule a Tech Session
    • Schedule a Market Center
    • Technician's Portal
  • DOWNLOADS
    • Market Center Logos
    • Market Center Print Drivers
    • Mobile Agent Code/URL
    • Download Placester Content
  • RESOURCES
    • FREE Virus Removal & PC Tuneups
    • KW SUPPORT & KB
    • MCA Knowledgebase
    • Vendors >
      • Placester (New Websites)
      • BrandCo (eAgentc Refresh)
      • Market Leader (eEdge)
      • Dot Loop (myTransactions)
      • Scott LeRoy Marketing
      • Michael Lewis Mktg Suite
      • MLS SWIFT (Dual Entry)
      • Realtor.com (Support)
    • Service Providers >
      • Local Service Providers
      • Retail Service Providers
      • OEM (Orig Equip Mfr.)
    • Scope of Support
    • Severity & Response
    • Tech Tools & Utils
    • Knowledge Base
  • Videos
    • Training Library >
      • Placester - Part 1 (Video)
      • Placester - Part 2 (Slides)
      • Website Domains (Slides)
    • Live Streams! >
      • KW First Atlanta (Sandy Springs)
      • KW Atlanta North (East Cobb)
      • KW Perimeter (Dunwoody)
      • KW Buckhead Assoc. (Buckhead)
      • KW Peachtree Rd (Brookhaven)
      • KW Cityside (Smyrna/Vinings)