Beyondsoft Helpdesk
IT Help Desk Response Time
Liang Sun
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IT Help Desk Services | ||
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ISO Area monitored |
Services |
Response time |
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User registration and de-registration Vulnerabilities |
Account termination (Office 365 and Domain Account) |
Terminate account within 24 hours |
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Information assets |
Desktop / Laptop Purchase |
Referring Medium Help Desk ticket |
|
Installation of software on operational systems |
Hardware / Software installation |
Referring Medium Help Desk ticket |
*Service availability is calculated as the total number of minutes in a calendar month
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IT Help Desk SLA |
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Priority |
Definition |
Response Time |
Completion Time |
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Urgent * |
A problem that affects the entire company or multiple offices |
Within 1 hour |
Within 1 working days |
|
High * |
A problem whit no know workaround that affects one office |
Within 4 hours |
Within 2 working days |
|
Medium |
A general service request or problem |
Within 1 working day |
Within 5 working days |
|
Low |
A service request that does not require immediate attention or involves long range planning' |
Within 3 working days |
Within 15 working days |
*All tickets send to Help Desk by email, are by default Medium priority. Please call IT Help Desk if you have a High or Urgent ticket. IT will create Urgent and High level tickets when receive phone call
RELIABILITY
Services will be provided between the hours of 9:00 a.m. and 5:00 p.m., Pacific Standard Time, Monday through Friday, except non-working holidays as observed in the United States of America.
The telephone number (425-578 0727) will have 1 line available to take calls.