Guaranteed Response Times
& Priority Levels
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
|
Priority |
Examples |
Guaranteed Response Time |
|
Critical |
Your Main Server is offline, and all
users are unable to work. |
1 Hour |
|
One of your Network Switches has failed
and stopped half the company from working. |
||
|
A VPN link between 2 x offices is
offline causing one office to be unable to work. |
||
|
High |
Your Internet Connection is offline,
users can still work locally |
2 Hours |
|
Your CEOs computer has stopped working |
||
|
Your main Accounting Software has
stopped working |
||
|
Medium |
A users
desktop wont turn on so they cant
work |
4 Hours |
|
One of the main printers is not
working, but users can print to another oneÂ
|
||
|
A user is having problems connecting to
the Wireless network |
||
|
Low |
Printing is slower than normal |
8 Hours |
|
A single user is unable to scan |
||
|
A user needs a program installed on
their PC |
||
|
No
Priority |
Pro-Active maintenance of systems |
<
/span> N/A |
|
Add / Edit / Delete User Requests |
||
|
New Computer or Software Installation |
Response
Time Guarantee Exclusion List
The Response Time Guarantee does not apply to:
Additions, moves or changes to
users, devices, configurations or network
Issues lodged in any other
manner than specified in this Agreement and our General Terms and Conditions
Issues lodged outside Our
Business Hours
Items caused by Hardware or
Software not meeting our Minimum Standards
Service Requests related to
Software not on our Approved Software List (see Appendix D)
Service Requests for issues that
have been caused by You not acting on advice or recommendations given by Us
Service Requests for Issues
caused by You or third parties modifying any Hardware or Software Configuration
Service Requests for issues
related to user-initiated Virus and Malware Infections
Service Requests for Issues
involving the sourcing of hardware/software
Service Requests for Hardware
and Software issues of items that are not under current warranty or maintenance
coverage