Desktop & Server Support (NSC) - SLAs
Desktop & Server Support
NetCom SLA Agreement Case Priority |
Time Frame | Systems Operations 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) |
-Multiple Failures (a group of people down) -Help Desk asks if it is affecting more than one person |
-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 |
-VIP Individuals -Critical task cannot be performed -1 user cannot access a critical system |
-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) |
-Non Critical repair |
-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 or high criteria |
-On site within 2 hours, completed by 6 hours - Escalation to 1st level manager |
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