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Service Level Objectives  

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Emergency Requests (Priority 1)

Calls of this nature should be of a critical nature such as:
Critical revenue or customer affecting emergencies.
Critical issue(s) involving your internal network that would preclude multiple employees from performing their work including:

Mission critical application down
Multi-user server down
Critical system down
Email down
Remote access down for the whole company
Network conductivity down
Outages that have an immediate impact on revenue

For Emergency Requests call 

Daniel Goodacre: 505-459-9548 cell

Mark Reese:  505-450-5713 cell 

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Priority Requests (Priority 2)

This is the default priority. Priority 2 calls will encompass trouble calls such as:

Mission critical application unavailable to single user
Individual  email unavailable
Networked printer down
Remote dialup access down for single user
Password resets all systems
Single associate unable to work on a single application.

Priority requests affecting a single user which do not qualify for Priority 1 status may be escalated during business hours by calling the numbers above. Examples are:

User's primary workstation is down during working hours
Server or Workstation problems during critical presentations or meetings

• Contact with ticket owner within 4 business hours
• 80% of tickets resolved within 1 business day
• 90% of tickets resolved within 2 business days  

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Routine Requests (Priority 3)

Non-critical systems issues. Computer reconfigurations or problems affecting single or multiple users, such as:

Mail list changes
Non-mission critical applications problems
Data restore requests
Equipment installs (upon receipt of entire parts order)
Desktop OS, software, hardware installs and upgrades
Network connections and IP address requests
Individual equipment or office moves/changes
New hire account creation and computer setup

• Contact with ticket owner within 1 business day
• 75% of tickets resolved within 1 business days
• 90% of tickets resolved within 2 business days  

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Project Requests (Priority 4)

Contact with ticket owner within 1day, resolution scheduled with requestor.

Application requests, e.g. Installing new applications               New printer installs
Multiple person moves
Non-desktop OS, software, hardware installs and upgrades
Adding qualified system to backup schedule
General projects involving IT  network issues

DanLyn Technologies 2001