IT as a Service - Managed Service Offerings

IT as a Service - Managed Service Offerings

Links:
  1. Current Feature/Service Matrix
                                          

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
 

PRIORITY

EXAMPLES

GUARANTEED
RESPONSE TIMES

Critical

Your Main Server is offline and all users are unable to work.

1 Hour

One of your Network Switches has failed and stopped half the company from working.

A VPN link between 2 x offices is offline causing one office to be unable to work.

High

Your Internet Connection is offline, users can still work locally

2 Hours

Your CEO’s computer has stopped working

Your main Accounting Software has stopped working

Medium

A user’s desktop won’t turn on so they can’t work

 

 

4 Hours

One of the main printers is not working, but users can print to another one 

A user is having problems connecting to the Wireless network

Low

Printing is slower than normal

 

8 Hours

A single user is unable to scan

A user needs a program installed on their PC

No Priority

Pro-Active maintenance of systems

 

N/A

 

 

The Response Time Guarantee does not apply to:

  1. Additions, moves or changes to users, devices, configurations, or network
  1. Tickets submitted in any other manner than specified in our General Terms and Conditions
  1. Tickets submitted outside Our Business Hours
  1. Items caused by Hardware or Software not meeting our Minimum Standards
  1. Service Requests related to Software not on our Approved Software List
  1. Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
  1. Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
  1. Service Requests for issues related to user-initiated Virus and Malware Infections
  1. Service Requests for Issues involving the sourcing of hardware/software
  1. Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage

    • Related Articles

    • General Terms & Conditions

      PAYMENT TERMS Unless otherwise negotiated in your Proposal, You are subject to our standard payment terms and conditions. They are as follows: - All product purchases are billed upon order (hardware, software), due before delivery. - All Managed ...