Cable Plant - SLAs
cable plant
NetCom SLA Case Priority |
Time Frame |
Cable Plant Criteria |
1st Escalation Completion Timeframe/Escalation |
|---|---|---|---|
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Urgent |
-Response in 15 minutes to Tech Support or Help Desk -Agreement to who will contact the client (Tech or Help Desk) |
-Building Down -More than 5 cables down |
-Should be completed within 4 hours - Escalation to 1st level manager |
High |
-Response time 15 minutes to Help Desk or Tech Support -Agreement who will contact the client |
-Less than 5 cables or connections down |
-Should be completed within 1 business day - Escalation to 1st level manager |
Medium |
-Respond to Help Desk within 2 hours (Ticket assigned to work in progress) |
-Special connection that is not needed until a specific date |
-Should be completed within 3 business days - Escalation to 1st level manager |
Low |
-One Business Day |
-Scheduled Move, Add or Change |
-Should be completed within 5 business days - Escalation to 1st level manager |
After Hours |
-15 minute response time to Tech Support |
-Urgent criteria after NOC and Field Production assessment |
-On site within 2 hours, completed by 6 hours - Escalation to 1st level manager |
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In the event a project cannot be completed within the indicated time frame, the customer will be notified and given a estimated time to completion.
