Response Time Goals

!Emergency/Critical

Response Objective: Within

1
/HOUR
  • All users on a site unable to work
  • Virus Outbreak
  • Email server failure
  • Server crash
  • Network failure

!Urgent

Response Objective: Within

4
/HOURS
  • One user unable to work or all users greatly inconvenienced
  • Single virus
  • Users machine crashed
  • Internet outage*
  • Important File unavailable

!High

Response Objective: Within

8
/HOURS
  • One user unable to perform a function
  • Experiencing inconvenience
  • Application fault
  • File unavailable
  •  

Normal Service

Response Objective: Within

16
/HOURS
  • Question or problem that does not affect any users to work
  • How do I…?​
  • How much would …cost?​
  • Please order….
  •  

Updated Goals

!Emergency/Critical

Update Every

30
/Minutes
  • All users on a site unable to work
  • Virus Outbreak
  • Email server failure
  • Server crash
  • Network failure

!Urgent

Response Objective: Within

60
/Mintues
  • One user unable to work or all users greatly inconvenienced
  • Single virus
  • Users machine crashed
  • Internet outage*
  • Important File unavailable

!High

Response Objective: Within

2
/Per Day
  • One user unable to perform a function
  • Experiencing inconvenience
  • Application fault
  • File unavailable
  •  

Normal Service

Response Objective: Within

/AS needed per request
  • Question or problem that does not affect any users to work
  • How do I…?​
  • How much would …cost?​
  • Please order….
  •  
your dream partner

Committed to superior quality and results