In order to serve clients optimally, tickets are prioritized based on their level of impact on our users which is defined by us . These priority ratings are assigned by Overseas Help Desk when recieving a ticket. We encourage users to indicate the urgency of their issue when making a request. Generally, you can expect a call from a Desktop Support staff member within 24 to 48 working hours, we will respond faster than the times listed, but in times of exceptionally heavy demand, getting a response can take longer. Resolution of the problem will require additional time. If you feel your request has not been responded to in a timely fashion, please call the Help Desk at email@example.com or call +20 222 753 845 , and ask that your request be escalated.