Field Production - SLAs
Field Production
NetCom SLA Agreement Case Priority |
Time Frame |
Field Production 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) |
-Patient Critical care -Emergency Room -Operating Room -More than 5 phones out -T1 lines, Frame Relay |
-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 |
-Elevator Phones -Emergency Phones -Dead phone, if client indicates it's a high priority (Ask-"Do you have another phone you could use?") |
-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) |
-Routine repair-dead or broken phone, static on line |
-Should be completed within 3 business days - Escalation to 1st level manager |
Low |
-One Business Day |
|
-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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In the event a request cannot be handled within the indicated time frame, the customer will be notified and given a estimated time for response or completion.
