Critical:30 Minutes to respond: 2 hours to resolve

• All mobile order delivery down – cannot take mobile orders
• All POS systems down in the restaurant – cannot take orders in the restaurant
• All printers down and KDS down - cannot display any orders taken
• All Fusion Prep IPads will not print
• KDSs are down or printers down and routing to printers not working
• Online Order Item has been 86d, but the item can still be ordered online
• Polling is not working for labor

High: 60 Minutes to respond: 24 hours to resolve

• One of the terminals is down
• Network is down but can take orders
• Gift Cards are not working
• Credit Card Processing is not working, but can still use credit cards to take orders
• KDSs are down or printers down, but not all
• Some Fusion Prep iPad will not print
• Password resets (requests)
• Payroll Issues
• POS Error Messages
• Unable to transmit order (order food)
• Missing button needed to ring in a current menu item (not newly requested item)
• Incorrect food costs

Medium: 24 hours to respond: 1 week to solve

• A Printer is down, but it re-routes to another location

Low: 24 hours to respond: 2 weeks to solve

• Color printers are only printing in black