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