Service Impact Response Times
Impact level definitions
| Level | Impact | Description |
|---|---|---|
| 1 | Basic | Password change, Outlook setup |
| 2 | Minor | Usage of services is not seriously affected or questions about a specific feature |
| 3 | Major | The client cannot use important functions of services and is not at the normal level of productivity |
| 4 | Critical | The client cannot use services and is unable to do productive work |
Response times
| Level | Assigned to Rep | Rep. Response Time | Resolution or Update |
|---|---|---|---|
| 1 | Within 20 minutes | Within 1 hour | 4 hours* |
| 2 | Within 20 minutes | Within 1 hour | 3 hours |
| 3 | Within 20 minutes | Within 1 hour | 2 hours |
| 4 | Within 20 minutes | Within 1 hour | 1 hours |
*Typical first-call resolution for these issues is 80%+
