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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. 

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

 

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


CONTRACT CUSTOMER ESCALATION PROCESS

  • Emergency Service – ECI – 519-624-9134
  • Escalation Step 1 – Ann-Marie Belanger – cell: 519-890-9723
  • Escalation Step 2 – Chris Athavale – cell:  519-890-9711
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

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: 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, during ECI business hours.

 

 

Incidents categorized as Severity 2, 3, or 4 must be reported via telephone or e-mail (helpdesk@ecitech.ca).

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