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Service Response Time

Priorities, Response & Resolutions Times

Service Response Matrix

Our service response matrix has been created to support and assist our clients when determining the priority for their service requests. The priority of a service request is determined by assessing its impact and urgency.

Impact: measures the extent and the potential damage caused before the issue can be resolved
Urgency: measures how quickly a resolution is required

Impact-Urgency


Priority Levels

Lucid has 5 priority levels

Priority 1: Emergency Response
Priority 2: Critical Response
Priority 3: Elevated Response
Priority 4: Normal Response
Priority 5: Scheduled Response


Response & Resolution Times

Target Response Time: Refers to the anticipated time in which work will commence on your service request. This does not include the automated email you
receive when first submitting your service request.
Target Resolution Time: Refers to the anticipated time in which your service request will be completed. The table below combines and further defines; urgency, impact, priority, target response times and target resolution times to assist and support you when determining a service request priority.

Time