Attachment C: Problem Resolution Control

Attachment C: Problem Resolution Control

Severity

Call ack

Production Support Team Response on-Site/Pager Support

Target Resolution

Status Call

Priority 1

15 min

15 min/15 min

24 hours

Every 2 hrs

Priority 2

15 min

15 min/60 min

1 “2 business days

Every 4 hrs

Major

15 min

15 min/Next business day

5 “10 business days

Every 4 hrs

Ordinary

15 min

1 day/Next business day

Per agreed to plan

Upon closure

Service Request

15 min

1 day/Next business day

2 “5 business days

Upon closure

These times are cumulative for incidents that are routed to the help desk.



IT Services Costs, Metrics, Benchmarking and Marketing
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93

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