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(SLE) Service Level Expectations

Service Desk Severity Rankings And Response Times

Problem Level Description Initial Response Time Escalation Expected Time to Resolution
Emergency (Business Hours) Full company or department unable to operate due to major system issue 30 Minutes 1 Hour Varies by event
Critical A user cannot perform essential job functions with no workaround 1 Hour 4 Hours Varies by event
Normal Issue limits user’s productivity but is not critical 8 Hours 16 Hours 5 Days
Scheduled Maintenance Planned system upgrades or technical service 24 Hours 40 Hours 2 Weeks
New User Setup Setting up systems for new or existing employees 16 Hours 24 Hours Varies by event
Orientation Setup for 2-4 new hires or systems 16 Hours 32 Hours Varies by event
Low Routine inquiries or minor issues 32 Hours 60 Hours 2 Weeks

Note: Initial Response Time indicates that the issue reporter will be contacted by phone or email to confirm the issue is being addressed and to gather more details if necessary.

Note: Emergency and Critical issues must be reported by phone.

Note: All times listed are during business hours: 7 AM – 6 PM, Monday to Friday, local time.

Note: Resolution times depend on hardware/software availability.

Functional Escalations

Our team will escalate unresolved issues based on severity and follow our escalation policy, with potential for extended resolution times due to external factors.

Service Level Expectations

All managed components are expected to meet established criteria.

Service Level Notes
Regular Support Hours 7 AM - 6 PM 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 the 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 Vector Choice recommends no local admin end-users in the environment
Wireless Network 99% uptime of wireless network Only includes corporate level wireless infrastructure
Remote Management Vector Choice has full access to install remote management software on Client devices All devices in Client's environment must be managed by Vector Choice
End-of-Support Vector Choice will provide 15-minute best efforts on all hardware and software Vector Choice requires that Client maintains support agreements with each vendor for all hardware and software
Workstations Vector Choice 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
Updates Performed Servers - 2 AM Local Time, Sundays
Critical and security updates are installed every week, all other patches installed 14 days after release. 		Windows, Adobe
Excess Storage 90% used for 5 mins (high) and 98% used for 1 min (critical) - server only Monitored By Alerting and Ticketing System