Response and Resolution Times (SLA)
Priority 1 Tickets
Definition : Service not available (all users and functions are unavailable)
Response time : 1 hour
Resolution time : Best Efforts
Escalation Threshold : 2 hours (If issue is not resolved in this time it will automatically be upgraded to Tier 2 Support where they will in turn have 2 hours to resolve the issue before automatically escalation to Tier 3)
Priority 2 Tickets
Definition : Significant degradation of service but able to complete most tasks on system
Response time : 2 hours
Resolution time : Best Efforts
Escalation Threshold : 4 hours (If issue is not resolved in this time it will automatically be escalated to Tier 2 Support where they will in turn have 4 hours to resolve the issue before auto escalation to Tier 3)
Priority 3 Tickets
Definition : No users effected able to complete key functions
Response time : 24 hours
Resolution time : Best Efforts
Escalation Threshold : 48 hours (If issue is not resolved in this time it will automatically be escalated to Tier 2 Support where they will have 48 hours to resolve the issue before auto escalation to Tier 3)
Priority 4 Tickets
Definition = Holding place for Tickets that cannot be resolved or are waiting for onsite tech to resolve the issue
Resolution time = Best Efforts
Service Request Escalation Procedure:
Step 1: Support request is received.
Step 2: Trouble ticket is created.
Step 3: Issue is identified and documented in the ticketing system.
Step 4: Issue is qualified to determine if it can be resolved through Tier 1 Support.
If issue can be resolved through Tier 1 Support:
Step 5: Level 1 resolution – issue is worked to successful resolution.
Step 6: Quality control – issue is verified to be resolved to Client’s satisfaction.
Step 7: Trouble ticket is closed – after complete problem resolution details have been updated in the ticketing system.
If issue cannot be resolved through Tier 1 Support:
Step 6: Issue is escalated to Tier 2 Support.
Step 7: Issue is qualified to determine if it can be resolved by Tier 2 Support or Tier 3 Support.
If issue can be resolved by Tier 2 Support:
Step 8: Level 2 resolution – issue is worked to successful resolution.
Step 9: Quality control – issue is verified to be resolved to clients satisfaction.
Step 10: Trouble ticket is closed – after complete problem resolution details have been updated in the ticketing system.
If issue cannot be resolved through Tier 2 Support:
Step 9: Issue is escalated to Tier 3 Support.
Step 10: Issue is qualified to determine if it can be resolved through Tier 3 Support or onsite support.
If issue can be resolved through Tier 3 support:
Step 11: Level 3 resolution – issue is worked to successful resolution.
Step 12: Quality control – Issue is verified to be resolved to Client’s satisfaction.
Step 13: Trouble ticket is closed – after complete problem resolution details have been updated in Ticket system.
If issue cannot be resolved through Tier 3 Support:
Step 12: Issue is escalated to onsite support.
Step 13: Issue is qualified to determine if it can be resolved through onsite support.
If issue can be resolved through onsite Support:
Step 14: Onsite resolution – issue is worked to successful resolution.
Step 15: Quality control – Issue is verified to be resolved to Client’s satisfaction.
Step 16: Trouble ticket is closed – complete problem resolution details have been updated in the ticketing system.
If issue cannot be resolved through Onsite Support:
Step 17: Client’s decision point – request is updated with complete details of all activity preformed. Tier 3 Support contacts Client to provide them any other options for resolving the issue.