I've logged a ticket, when should I expect a response?

The maintenance team operate from Monday to Friday 8am to 5pm.

We operate the following response times:

Emergency - 1 hour
Urgent - 24 hours
Normal - 48 hours
Low - 7 days

We aim to have the following resolution timescales:

Emergency - 24 hours
Urgent - 48 hours
Normal - 7 days
Low - 31 days

Tickets logged after 5pm on Friday will not be seen until 8am on Monday.

All tickets will be reviewed before resource is allocated and may be downgraded/upgraded.