Service Level Expectation
Service Desk Severity Rankings And Response Times
| Problem Level | Description | Initial Response Time | Escalation | Expected Time to Resolution |
|---|---|---|---|---|
| Emergency (Business Hours) | Whole company or department not able to function due to production system outage. | 30 Minutes | 1 Hour | Determined by the nature of the event |
| Critical | Single end-user is not able to perform business critical job function. No work-around exists. | 1 Hour | 4 Hours | Determined by the nature of the event |
| Normal | The problem inhibits the end-user’s ability to be fully functional. | 8 Hours | 16 Hours | 5 Days |
| Scheduled Maintenance | Upgrades or any technical services that are scheduled. | 24 Hours | 40 Hours | 2 Weeks |
| New User Setup | Single user new hire, or new system for existing employee | 16 Hours | 24 Hours | Determined by the nature of the event |
| Orientation | 2 – 4 new hires, or new systems for 2 – 4 existing employees (please consult your AM for 5+) | 16 Hours | 32 Hours | Determined by the nature of the event |
| Low | The problem is routine, possibly even just an inquiry with no loss of computing function. | 32 Hours | 60 Hours | 2 Weeks |
***Note: Initial Response time means that the “issue” reporter will be called or emailed back to confirm the problem is being worked on and possibly to discuss the issue further.
***Note: For Emergency and Critical issues they must be reported by phone.
***Note: All hours and days listed above are exclusively business hours. Our business hours are 7am – 6pm Local Time, Monday – Friday.
***Note: All hours and days listed above involving hardware/software are subject to hardware/software availability.
Functional Escalations
As outlined in the Service Desk Severity Rankings and Response Times chart above, IT ASSURE’s Service Desk Coordinator will escalate any unresolved issue(s) according to our escalation policy within the time allotted for that severity level. Some issues could take longer than the expected time of resolutions listed above based factors outside of our control.