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ECI Help Desk Severity Scale


Requests made to the ECI Help Desk are categorized by severity, on the scale described below:

 

Severity 1 Considered a major incident that affects many users (either external or internal to the organization). Incident requires response & assessment within twenty-four (24) hours.

 

RESPONSE LEVELS

During ECI business hours: 10 minutes acknowledge time, same business day response & assessment time

Non-business hours: 20 minutes acknowledge time, same business day response & assessment time

Severity 2 Considered a minor incident that affects at least one (1) user using an important application or multiple users involving a less important application. Incident requires response & assessment within fourty-eight (48) business hours.

 

RESPONSE LEVELS

During ECI business hours: 4 hour acknowledge time, 48 hours response & assessment time

Non-business hours: 16 hours acknowledge time, 48 hours response & assessment time

Severity 3

(Dispatched Move, Add, or Change)

Incident is typically a change order or addition to the existing system which cannot be completed remotely and requires dispatch. Incident requires response & assessment within five (5) to ten (10) business days.

 

RESPONSE LEVELS

During ECI business hours: 24 hour acknowledge time, response & assessment within 10 business days or best effort based on hardware and software availability.

Severity 4

(Helpdesk Move, Add, or Change)

Incident is typically a change order or addition to the existing system which can be completed remotely from helpdesk. Incident requires response & assessment within three (3) to five (5) business days.

 

Severity 1 incidents must be reported via telephone and are supported via phone or e-mail.

Incidents categorized as Severity 2, 3, or 4 must be reported via telephone or e-mail.

Helpdesk hours are Monday to Friday 8:30am-5pm EST.