You’re trying to print something before a meeting, but the printer won’t cooperate. You’ve restarted it, checked the connection, and finally submit an IT ticket.

A few minutes later, you hear that another employee can’t access the company server. IT starts working on their problem while your printer still isn’t fixed.

It’s easy to wonder, “I submitted my ticket first. Why isn’t anyone working on it?”

When multiple technology problems happen at the same time, IT support isn’t always first come, first served. The issue creating the greatest impact on the business needs attention first.

How Is an IT Problem Prioritized?

Not every technology problem has the same level of urgency. A printer that isn’t working can be frustrating, but you may have another printer you can use. Compare that with a server failure that prevents an entire department from accessing the systems or information they need to work.

CatchMark categorizes support requests based on their severity and impact. An issue affecting many users and stopping critical business functions is treated differently than an issue affecting one person who still has another way to continue working. Fixed Cost Support RENEWAL Prop…

Generally, issues fall into four levels:

• Emergency: A major system is unavailable, many employees can’t work, or critical data is unavailable.
• High: A smaller number of employees can’t work and there isn’t a workaround.
• Medium: Employees are affected, but another option allows them to continue working.
• Low: The issue isn’t preventing someone from working, such as a general question or request for help with a feature.

Every issue still matters. The priority simply helps determine what needs attention most urgently.

The Business Takeaway: Help IT Understand the Impact

Imagine three requests come in at once: one employee can’t print, three employees can’t access an application, and then the company server goes down. All three issues matter, but the server problem has the greatest impact and becomes the priority.

That’s also why how you report a problem matters. Instead of saying, “Our accounting software isn’t working,” explain, “Our entire accounting team can’t access the software we need to process payroll, and we don’t have a workaround.”

Tell IT what isn’t working, who is affected, whether there is a workaround, and what the problem is preventing you from doing. That context helps determine how urgently the issue needs attention.

What Does This Mean for Your Business?

Technology problems are going to happen. What matters is having a support process in place when they do.

CatchMark’s Managed IT Services support the everyday technology businesses rely on, from computers and Microsoft 365 to networks, servers, applications, and connectivity. Fixed Cost Support RENEWAL Prop…

The goal is simple: understand what’s preventing people from working and address the most urgent needs first.

When Your Next IT Problem Happens

When you contact IT, don’t just explain what’s broken. Tell them how it’s affecting your work. That context helps your support team understand the urgency and respond appropriately.

And if your business doesn’t have a clear process for what happens when technology stops working, that’s a problem worth solving before the next issue happens.

Talk with CatchMark Technologies about building an IT support plan that keeps your team working and your business moving.

Contact us at (616) 384-4616 or visit catchmarkit.com to start the conversation.

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