In general, IT support industry defines an emergency when network is down or critical server(s) is down or generally an issue that is causing multiple users to be down in some ways that do not allow them to carry out business operations. A server is usually defined as critical only when users depend heavily on its functions. For example, file sharing; domain controller; DHCP, DNS, application such as CRM or sharepoint; email etc. Not all servers are defined as critical when it is being used occasionally or by few users or not in use during business operating hours. For example, spare DNS; backup server; batch jobs that run once a month, etc.

While the above definition may limit severely what constitutes an emergency over a common issue such as user is not able to print, the area becomes interestingly when it is the CEO of the company who is the user that cannot print.

It is important for you as a customer to share your concerns to your IT provider during the initial discussion on the service contracts. You may want to specific the key users in the company and categorize them as VIP (very important person) or VVIP (very very important person). Also, it will be of great help to IT provider when you highlight any important days of the month such as accounting period, batch jobs, etc. With this information, the IT provider would be able to come out with best practices to illustrate what is committed to, and what is typical.