Tech Help Desk

AB Conference SDA Church - School Division

PowerSchool Help

Response Times - During Business Hours

Priority

Example

Response Time Within

Resolution Time Within

Urgent

Supernet or SIS is down, school wide technical issues halting time-sensitive work

2 hours

1 work day

High

School wide technical issues that impede time-sensitive work

4 hours

1 work day

Normal

Individual hardware or software support, network issues, account issues, and printing problems

2 work days

4-5 work days

Low

Technology consultation, general questions, new projects

2 work days

5 + work days, depending on other factors

*Note that the above times are tentative and will vary according to workload and distance from the head office.

*please help us to organize always submitting the proper ticket!