(SLE) Service Level Expectations
Service Desk Severity Rankings And Response Times

Problem Level Description  Initial Response Time  Escalation  Expected Time to Resolution
Emergency (Business Hours) Whole company or department not able to function due to production system outage. 1 Hour 2 Hour Determined by the nature of the event
Critical Single end-user is not able to perform business critical job function. No work-around exists. 2 Hours 4 Hours Determined by the nature of the event
Normal The problem inhibits the end-user’s ability to be fully functional. 8 Hours 16 Hours 5 Days
Scheduled Maintenance Upgrades or any technical services that are scheduled. 24 Hours 40 Hours 2 Weeks
New User Setup Single user new hire, or new system for existing employee 16 Hours 24 Hours Determined by the nature of the event
 Orientation 2 – 4 new hires, or new systems for 2 – 4 existing employees 16 Hours 32 Hours Determined by the nature of the event
Low The problem is routine, possibly just an inquiry with no loss of computing function. 32 Hours 60 Hours 2 Weeks

***Note: Initial Response time means that the “issue” reporter will be called or emailed back to confirm the problem is being worked on and possibly to discuss the issue further.
***Note: For Emergency and Critical issues they must be reported by phone.
***Note: All hours and days listed above are exclusively business hours. Our business hours are 8am – 5pm Local Time, Monday – Friday.

***Note: All hours and days listed above involving hardware/software are subject to hardware/software availability.

Functional Escalations

As outlined in the Service Desk Severity Rankings and Response Times chart above, JDC.CA INC.’s Service Desk Coordinator will escalate any unresolved issue(s) according to our escalation policy within the time allotted for that severity level. Some issues could take longer than the expected time of resolutions listed above based factors outside of our control.

Service Level Expectations

All managed components must meet the acceptance criteria.

Service Level Notes
Regular Support Hours 8:00am – 5:00pm Local Time Monday – Friday. After-hours and holiday support available at additional cost.
Critical Patches 95% within 5 calendar days Upon release of patch from the vendor.
Non-Critical Patches 90% within calendar month Delayed if deemed business-impacting but not security-related.
Virus Definition Within 2 working days Upon release from the vendor.
Local Admin Upon written agreement Recommended to avoid local admin rights for end-users.
Wireless Network 99% uptime Corporate wireless infrastructure only.
Remote Management Full access JDC.ca Inc. manages all devices remotely.
End-of-Life/Support 15-minute best efforts Client must maintain vendor support agreements.
Workstations Current OS versions Windows, Mac supported if vendor-supported.
Server Availability 98% uptime/12 months Hardware and software under vendor support agreements.
Maintenance Window Workstations: 10pm-6am; Servers: 2am Monday-Thursday. Critical updates weekly; others after 14 days.
High CPU/Memory/Storage 95% usage for 5 mins Monitored with alerting and ticketing system.
UPS Battery 99% uptime Monitored with alerting system.
Monthly Reporting 90% positive health report On request for all managed devices.
Server Backups 90% successful daily Monitored backup logs; default backup 9pm–1am.
LAN Management 98% uptime/12 months Hardware and software under vendor support agreements.