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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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​FIRST ATLANTA |  ATLANTA NORTH  |  ATLANTA PERIMETER  |  PEACHTREE ROAD  | CITYSIDE  | DOUGLASVILLE
​Director of Technology:   Scott Hardy - 678-362-0316 - [email protected] - Core Coverage: Mon - Fri 9am - 5pm
Icon by contact us icons on freeicons.io
  • HELP DESK
    • Create a New Ticket
    • Schedule a Tech Session
    • Video Conference
  • DOWNLOADS
    • Market Center Logos
    • Market Center Print Drivers
    • Win 11 PC Check
    • MS Office 365
    • Tactical RMM
    • Hornet Security
    • SPLASHTOP
    • S3 Browser
    • Broker Metrics
    • Egnyte Desktop App
    • Crashplan >
      • Windows
      • macOS
      • Linux
    • iBackup
  • RESOURCES
    • Technician's Portal
    • Agent Search
    • KW Help Desk >
      • Generalized Info
      • MCA Info
      • Leadership Info
    • Market Centers >
      • KWFA - Sandy Springs
      • KWAN - East Cobb
      • KWAP - Dunwoody
      • KWPR - Peachtree Rd
      • KWSV - Cityside
    • Lobby Loops >
      • KWFA Sandy Springs
      • KWAN East Cobb
      • KWAP Dunwoody
      • KWPR Peachtree Rd
      • KWSV Cityside
      • KWSV Douglasville
    • System Status >
      • RGHD Systems
      • KW Systems
      • Data Breach Check
    • Local Services
  • TRAINING
    • Cybersecurity Awareness