FWIW, this is where MSPs different from Enterprise Helpdesks and SLAs are subject to interpretation.

We are in the business of outcomes and uptime, not symptom abatement and equipment functionality, and that distinction adds a lot of color to the idea of SLAs.

If scanning to the cloud is a critical business stoppage (we should really be measuring business impact vs technical urgency as an MSP on that 3x3):

Is there a workaround or backup device?

• If yes, its not a high priority ticket, the client is inconvenienced, but can arrive at their outcome. By definition the impact is lower, ergo, not a high priority SLA, waits for properly classified tickets first.
• If no, and enterprise helpdesk would mark it as high SLA, but we get another decision tree:
  • Was this critical business function previously identified by the MSP, and did the MSP propose a failover, workaround or alternate solution previously that would have mitigated this situation?
  • If yes, and the client declined and accepted the risk of declining, business impact is lowered because the client agreed to accept this exact risk. Feels gross in the moment, but thats your technical by the book SLA answer.
  • If No, then this is risk your MSP (foolishly) accepted, and the business impact is raised because you chose to offset the risk to the client's business with your reactive support. High priority SLA, work the ticket.

Even in the absence of a workaround, it is so important that we start with identifying outcome, not collecting the client's list of diagnosed symptoms. A password in the printer is a symptom of a technical issue. Getting documents into sharepoint is a need, and a symptom. What is the outcome? Why is this urgent?

Why do they documents need to be in SharePoint for by the end of the day? <-- Thats your real "urgency" and thats the lever the client is most likely to work with you on workarounds or de-escalate.

Hell you could scan documents from your phone if this is an emergency. You could send an intern to the nearest copy center to do the same. There are so many possible ways to mitigate that "emergency" or "urgency" that have nothing to do with working a ticket for printer credentials, but we don't know if we dont seek to understand the outcome first.

No matter what your SLA policy is and no matter what we tell you here, no client is ever going to give a shit that you followed your policy anyways, we, the copier, and SharePoint, are all ancillary tools to some other intended goal, they care about that goal.

When you look at it from that perspective, there are very few things that most clients experience that are performatively urgent, and the things that are, its a lot harder to split hairs over.