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.