Request Types
Service Request
- A request for hardware, software, or services
- Account creation,
- Password reset
- Permissions
- Application licenses
- Any sales support
Incident (Defect) Report
- A request for support for hardware, software, or a service that is not performing as designed.
- Any application timeouts, error messages, failure or performance degradation
Change/Enhancement Request
- A request to update hardware, software, or a service.
- New features, enhancements tofunctional/non-functional components.
Other – Any other specific request
Support Hours and Response Times
Support Hours
- Tier 1: Technicians will staff the Help Desk call center Monday through Friday 9:00 AM to 5:00 PM Eastern Time.
- Tier 2: Technicians will staff the Tier 2 Help Desk Monday through Friday 9:00 AM to 5:00 PM Eastern Time.
- Tier 3: Technicians will staff the Tier 3 Help Desk Monday through Friday 9:00 AM to 5:00 PM Eastern Time.
- Developers: Staff will be available Monday through Friday 9:00 AM to 5:00 PM Eastern Time.
- Vendors: Availability subject to support/maintenance contract.
Response Time
- Technicians: Technicians will contact customers between 24-48 hours, acknowledging receipt of ticket depending on request type and criticality.
Service Level Agreements (SLAs)
Service Request
- Response within 48 Business Hours
- Estimated Ticket Completion: 72 Business Hours
Incident (Defect) Report
- Response within 24 Business Hours
- Estimated Ticket Completion: Varies
Major (i.e. Application failure/full degradation)
- Response within 24 Business Hours
- Estimated Ticket Completion: 24 Business Hours
Moderate (i.e. Application feature failure/ partial degradation)
- Response within 24 Business Hours
- Estimated Ticket Completion: 36 Business Hours
Minor (i.e. unexpected error message, partial/no-degradation)
- Response within 24 Business Hours
- Estimated Ticket Completion: 72 Business Hours
Change Request
- Response within 48 Business Hours
- Estimated Ticket Completion: Varies