When the client raises a support incident with Aabyss, or when Aabyss detects an issue with the client’s equipment, Aabyss will respond in a timely fashion. In all cases, Aabyss will make its best efforts to resolve problems quickly, with respect to the impact on The Client’s business.
The times in the table below are how long Aabyss takes to reach the three milestones of any support incident.
|
First Response |
Resolution Plan |
Resolution |
Critical |
15 minutes |
1 hour |
4 hours |
Standard |
1 hour |
4 hours |
2 days |
Enhancement |
2 hours |
2 days |
5 days |
Target |
95% |
90% |
85% |
Critical – loss of service issue affecting majority of users
example: server down, internet down, phones down, network down, key application down
Standard – less serious issue affecting fewer users or a single user
example: PC down, backup malfunction, application down, degraded performance, printing issues
Enhancement – user guidance, change requests
example: setup new user, configure new printer, set up Out of Office, change WiFi access
First Response – a member of Aabyss’ team has begun working on the incident.
Resolution Plan – a plan of how to resume service has been established.
Resolution – action taken to resolve the incident. Systems operational.
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We are commercially focused technology strategists who help clients outperform their competitors through proven leadership, management and support.
19 Meridian Business Village
Hansby Drive
Liverpool
L24 9LG
T: 0151 733 3223
E: info@aabyss.uk