Response Time Goals
All support requests will be placed via phone or email and will fall into the following five categories, and will be handled accordingly based on their priority. It will be necessary for the contact to determine when a Priority 1 response is necessary. All other issues will be assigned a service level by the technician.
Trouble |
Priority |
Response time |
Response time |
Escalation threshold |
Service not available |
1 |
Within 30 Minutes |
ASAP – Best Effort |
1 hour |
Significant degradation of service (large number of users or business critical functions affected) Phone Only |
2 |
Within 2 hours |
ASAP – Best Effort |
2 hours |
Limited degradation of service (limited number of users or functions affected, business process can continue) Phone Only |
3 |
Within Next Business Day |
ASAP – Best Effort |
24 hours |
Small service degradation (business process can continue, or one user affected) Phone or E-mail |
4 |
Within Two Business Days |
ASAP – Best Effort |
24 hours |
Request for move, add or change E-mail Only |
5 |
Within Two Business Days |
Scheduled w/ Requestor |
Due Date |
NOTE: Cases that reach escalation threshold are flagged for IT management attention.
Support Tiers:
Support Tier |
Description |
Tier 1 Support |
All support cases begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. |
Tier 2 Support |
All support cases that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. |
| Tier 3 Support | Support cases that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. |