General Service Levels
General Support
7am - 7pm, Monday -Friday - Response (by technician)
* Phone : 6 hours
* On Site : Within two business days
Definition
Support of items not fundamentally effecting the capacity of the
business. For example a software failure where other computers on
the network can be used to complete the task, a failure with a
workstation where another workstation can be used to complete a
task, a failure in a printer where other printers can be used to
complete the task.
Urgent Support
7am - 7pm, 7 days Response (by technician)
* Phone : 4 hours
* On Site : Next business day
Definition
Failure in equipment or software that causes a business
interruption but does not cause a network wide outage. For example
failure in a workstation that is the sole workstation for a
particular task or failure with a printer where no other printer
can perform the task. Loss of internet connection.
Critical Support
7am - 7pm, 7 days Response (by technician)
* Phone : 60 minutes
* On Site : Same day
Definition
Failure in equipment or software that causes a network wide
outage
NOTES
Response times by technicians:
The response times indicated are the maximum anticipated
response time and do not indicate the normal, average or target
response times.
On site response:
Solutions Central will determine if an on site technician is
required in the circumstance. To provide the fastest possible
response phone response and remote access to the clients network
will be used as first level support. Only if Solutions Central
determines that the issue can not be resolved by phone and remote
access will a technician be deployed.
Response is not resolution:
Solutions Central will attempt to resolve all issues as rapidly as
possible. Solutions Central can not, as no one can, commit to a
time frame for resolution of a problem. For example we will respond
to a critical outage within the same day however if the outage is
with a piece of hardware that can not be sourced till the next
business day then the problem will not be resolved until that time.
Generally Solution Central keeps critical spares in stock for all
its servers and workstations to minimise the likelihood of having
to wait for a vendor to supply!
Report times do not effect resolution:
Solutions Central may nominate to work after normal hours to
attempt to resolve an issue. For example if we are notified of a
Critical Support issue at 5pm we will respond to it that day. This
may include sending a technician on site who may arrive after 7pm
and will remain on site until the issue is identified and resolved
where possible (see above).
