completecare+ helpdesk support process
Response and Resolution Times
The following table shows the targets of response and resolution times for each priority level:
TROUBLE |
PRIORITY |
RESPONSE TIME |
START OF REMEDIATION |
RESOLUTION TIME |
Service not available (all users and functions unavailable) |
1 |
Within 1 hour |
Within 1 hour |
ASAP – Best Effort |
Significant degradation of service (large number of users or business critical functions affected) |
2 |
Within 1 hour |
Within 2 hours |
ASAP – Best Effort |
Limited degradation of service (limited number of users or functions affected, business process can continue) |
3 |
Within 1 hour |
Within 4 hours |
ASAP – Best Effort |
Small service degradation (business process can continue, one user affected) |
4 |
Within 1 hour |
Within 24 hours |
ASAP – Best Effort |
Support Tiers
The following details and describes our Support Tier levels:
Support Tier |
Description |
Tier 1 Support |
All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. |
Tier 2 Support |
All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. |
Tier 3 Support |
Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. |
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