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 9am – 6pm EST 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, EAGLE TECH CORP’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.
Service Level Expectations
All managed components must meet the acceptance criteria.
| Service | Level | Notes |
| Regular Support Hours | 9:00am – 6:00pm Local Time Monday – Friday | After hours and holiday support is available at additional cost upon approval |
| Critical Patches | 95% of patches implemented within 5 calendar days | Upon release of patch from the vendor |
| Non-Critical Patches | 90% of patches implemented within calendar month | Non-critical patches may be delayed if deemed to be business impacting and not security related |
| Virus Definition | Distributed within 2 working days | Upon release of update from the vendor |
| Local Admin | Upon written agreement on an individual basis | EAGLE TECH CORP recommends no local admin end-users in the environment |
| Wireless Network | 99% uptime of wireless network | Only includes corporate level wireless infrastructure |
| Remote Management | EAGLE TECH CORP has full access to install remote management software on Client devices | All devices in Client’s environment must be managed by EAGLE TECH CORP |
| End-of-Life or End-of-Support | EAGLE TECH CORP will provide 15-minute best efforts on all hardware and software | EAGLE TECH CORP requires that Client maintains support agreements with each vendor for all hardware and software |
| Workstations | EAGLE TECH CORP will support all current vendor supported OS versions (Windows, MAC) | |
| Server Availability | 98% uptime over a period of 12 months | Covers hardware and software under support agreement with vendor |
| Maintenance Window | Workstations – 10pm – 6am local time, Fridays | |
| Updates Performed | Servers – 2am local time, Sundays Critical and security updates are installed every week, all other patches installed 14 days after release. Workstations – 10pm local, Fridays. Any patch older than 7 days plus any critical or security patch. | Windows, Adobe |
| High CPU | 95% usage for 5 mins checked every 2 mins (server only) | Monitored By Alerting and Ticketing System |
| High Memory | 95% used for 5 mins, checked every 2 mins (critical) | Monitored By Alerting and Ticketing System |
| Excess Storage | 90% used for 5 mins (high) and 98% used for 1 min (critical) – server only | Monitored By Alerting and Ticketing System |
| UPS Battery | 99% Uptime | Monitored By Alerting and Ticketing System |
| Monthly Reporting | 90% positive device – Health Report | Provided on all managed equipment upon request. |
| Server Backups | Daily monitor of server backups, 90% successful completed backups | EAGLE TECH CORP will check job completion and backup logs. |
| Backup Window | Default backup window for servers is 9pm – 1am and for workstations is 10pm – 5am local time | Backup Window will change if client is using our BDR system. |
| LAN Management | 98% uptime over a period of 12 months | Covers hardware and software under support agreement with vendor. |