(SLE) Service Level Expectations

[tfdt_module _builder_version=”4.27.2″ _module_preset=”default” custom_padding=”0px|0px|0px|0px|false|false” hover_enabled=”0″ sticky_enabled=”0″ module_class=”advance-table”][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” hover_enabled=”0″ sticky_enabled=”0″ text1=”Problem Level” text2=”Description ” text3=”Initial Response Time” text4=”Escalation” text5=”Expected Time to Resolution” tag5=”th” tag4=”th” tag3=”th” tag2=”th” tag1=”th” text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Emergency (Business Hours)” text2=”Full company or department unable to operate due to major system issue” text3=”30 Minutes ” text4=”1 Hour ” text5=”Varies by event
” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Critical” text2=”A user cannot perform essential job functions with no workaround” text3=”1 Hour” text4=”4 Hours” text5=”Varies by event” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Normal” text2=”Issue limits user’s productivity but is not critical” text3=”8 Hours” text4=”16 Hours” text5=”5 Days” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Scheduled Maintenance” text2=”Planned system upgrades or technical service” text3=”24 Hours” text4=”40 Hours” text5=”2 Weeks” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”New User Setup” text2=”Setting up systems for new or existing employees” text3=”16 Hours” text4=”24 Hours” text5=”Varies by event” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Orientation” text2=”Setup for 2-4 new hires or systems” text3=”16 Hours” text4=”32 Hours” text5=”Varies by event” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Low” text2=”Routine inquiries or minor issues” text3=”32 Hours” text4=”60 Hours” text5=”2 Weeks” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center” text_align4=”center” text_align5=”center”][/tfdt_module_row][/tfdt_module][tfdt_module _builder_version=”4.27.2″ _module_preset=”default” custom_margin=”50px||||false|false” hover_enabled=”0″ sticky_enabled=”0″ module_class=”advance-table”][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Service” text2=”Level” text3=”Notes” hover_enabled=”0″ sticky_enabled=”0″ tag1=”th” text_align1=”center” tag2=”th” text_align2=”center” tag3=”th” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Regular Support Hours” text2=”7 AM – 6 PM Local Time Monday – Friday” hover_enabled=”0″ sticky_enabled=”0″ text3=”After hours and holiday support is available at additional cost upon approval” text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Critical Patches” text2=”95% of patches implemented within 5 calendar days” text3=”Upon release of patch from the vendor” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Non-Critical Patches” text2=”90% of patches implemented within the calendar month” text3=”Non-critical patches may be delayed if deemed to be business impacting and not security related” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Virus Definition” text2=”Distributed within 2 working days” text3=”Upon release of update from the vendor” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Local Admin” text2=”Upon written agreement on an individual basis” text3=”Vector Choice recommends no local admin end-users in the environment” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Wireless Network” hover_enabled=”0″ sticky_enabled=”0″ text2=”99% uptime of wireless network” text3=”Only includes corporate level wireless infrastructure” text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Remote Management” text2=”Vector Choice has full access to install remote management software on Client devices” text3=”All devices in Client’s environment must be managed by Vector Choice” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”End-of-Support” text2=”Vector Choice will provide 15-minute best efforts on all hardware and software” text3=”Vector Choice requires that Client maintains support agreements with each vendor for all hardware and software” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Workstations” text2=”Vector Choice will support all current vendor supported OS versions (Windows, MAC)” text3=” ” hover_enabled=”0″ sticky_enabled=”0″ text_align1=”center” text_align2=”center” text_align3=”center”][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Server Availability” text2=”98% uptime over a period of 12 months” text3=”Covers hardware and software under support agreement with vendor” text_align3=”center” text_align2=”center” text_align1=”center” hover_enabled=”0″ sticky_enabled=”0″][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Updates Performed” text_align1=”center” text2=”Servers – 2 AM Local Time, Sundays
Critical and security updates are installed every week, all other patches installed 14 days after release.” text_align2=”center” text3=”Windows, Adobe” text_align3=”center” hover_enabled=”0″ sticky_enabled=”0″][/tfdt_module_row][tfdt_module_row _builder_version=”4.27.2″ _module_preset=”default” text1=”Excess Storage” text_align1=”center” text2=”90% used for 5 mins (high) and 98% used for 1 min (critical) – server only” text3=”Monitored By Alerting and Ticketing System” text_align3=”center” text_align2=”center” hover_enabled=”0″ sticky_enabled=”0″][/tfdt_module_row][/tfdt_module]