IQ SECURITY has implemented an ITIL type framework for to manage our security helpdesk KPI’s. All jobs that are received via phone, email, online portal or online form for code changes are given a priority:
P1 – Critical - 1-hour response and same day resolution or workaround with complete resolution and BAU required within 48 hours
P2 - Medium - 1-hour response and 48-hour resolution or workaround.
P3 – Low - 1-hour response and 72-hour resolution or workaround.