(SLE) Service Level Expectations

Service Desk Severity Rankings And Response Times

Last updated on 4.25.2024

Problem
Level
DescriptionInitial Response TimeEscalationExpected Time to Resolution
Emergency (Business Hours)Whole company or department not able to function due to production system outage30 Minutes

1 HourDetermined by the nature of the event
CriticalSingle end-user is not able to perform business critical job function. No work-around exists1 Hour4 HoursDetermined by the nature of the event

NormalThe problem inhibits the end-user's ability to be fully functional8 Hours16 Hours5 Days
Scheduled MaintenanceUpgrades or any technical services that are scheduled24 Hours40 Hours2 Weeks
New User SetupSingle user new hire, or new system for existing employee16 Hours24 Hours

Determined by the nature of the event
Orientation2 - 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

LowThe problem is routine, possibly even just an inquiry with no loss of computing function32 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, Vector Choice’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.

ServiceLevelNotes
Regular Support Hours7 AM - 6 PM Local Time

Monday - Friday
After hours and holiday support is available at additional cost upon approval

Critical Patches95% 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

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-Life or 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

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

Vector Choice 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 monthsCovers hardware and software under support agreement with vendor

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