Service Level

Standards

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%

Definitions

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.