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.