Support Service Levels
In
CRM Dynamics Limited: Service Levels (Five (or more) day blocks of support only)
Once the call is logged into the support system the task will be assessed for its impact priority and likely time to fix, in accordance with the following table:
Priorities allocated to incidents and the related target time to fix can be seen below:-
|
Priority |
Definition |
Initial Response* |
Target Fix Time |
|
1 |
Severe impact to all users using the system |
1 Hr |
2Hr |
|
2 |
Making usage difficult for a few users of the system |
2 Hrs |
4Hr |
|
3 |
Minor impact on 1 or 2 users or simple change request |
6 HRS |
2 Business Days |
|
4 |
Complex change request and / or development work required. |
Not applicable, outside of SLA |
Not Applicable, outside of SLA |
For the purposes of the above table, only Normal Business Hours are taken into account.