Service Desk Severity Rankings And Response Times

Last updated on 12.13.2024
Problem 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: Emergency and Critical issues must be reported by phone.

***Note: All hours and days listed above are exclusively business hours. Our business hours are 7 AM – 6 PM 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, Best IT Guru’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 on factors outside of our control.

Service Level Expectations

All managed components must meet the acceptance criteria.

Service Level Notes
Regular Support Hours
9 AM – 5 PM Local Time Monday – Friday
After hours and holiday support is available at additional cost upon approva
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
Best IT Guru recommends no local admin end-users in the environment
Wireless Network
99% uptime of wireless network
Only includes corporate level wireless infrastructure
Remote Management
Best IT Guru has full access to install remote management software on Client devices
All devices in Client’s environment must be managed by Best IT Guru
End-of-Life or End-of-Support
Best IT Guru will provide 15-minute best efforts on all hardware and software
BestITGuru requires that Client maintains support agreements with each vendor for all hardware and software
Workstations
Best IT Guru 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 – 10 AM – 6 AM Local Time, Fridays
Updates Performed
Servers – 2 AM Local Time, Sundays Critical and security updates are installed every week, all other patches installed 14 days after release. Workstations – 10 PM Local Time, 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
Best IT Guru will check job completion and backup logs
Backup Window
Default backup window for servers is 9 PM – 1 AM Local Time, and for workstations is 10AM – 2 AM 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

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