Analytic Design | Maryland WordPress Website Design Experts
It could be the Customer’s duty to open up a violation making use of the correct stations. The customer does not open a support ticket using the proper channels, the issue will not be covered by this Service Level Agreement.( in the event********)
| SEVERITY | PRIORITY | Response Time during Typical Business Hours | Response Time After Company Hours | Resolution Time | Escalation limit (in hours) |
|---|---|---|---|---|---|
| Urgent: Server / Site / Network unavailable or down. (total lack of connection, equipment or pc software. All users impacted) | 1 | Within one hour | Within one hour | ASAP | 1 hour |
| Elevated: restricted lack of solution. (minimal lack of accessibility or rational solutions. Company procedure can ( continue)*****************) | 2 | Within one hour | Best work ASAP, upcoming Business at the latest.( day*****************) | Within 8 hours, exact same working day if at all possible. | 4 hours |
| Normal: no solution reduction, separated problem or issue (company procedure can carry on, one user impacted, issue is perhaps not influencing various other people or services). | 3 | Within one hour | Best work ASAP, upcoming Business at the latest.( day*****************) | Best work ASAP, upcoming Business at the latest.( day*****************) | 4 hours |
| Routine / Scheduled Maintenance | 4 | As Planned |
Priority 1 Situations:
Server Down – not able to connect/access internet site or server Site Down – online site reported down or struggling to access system Down – not able to ping or hook up to server e-mail Down – not able to access post host.