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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 resolution within twenty-four (24) hours.

 

RESPONSE LEVELS

During ECI business hours: 2 minutes acknowledge time, same business day resolution time

Non-business hours: 20 minutes acknowledge time, same business day resolution 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 resolution within fourty-eight (48) business hours.

 

RESPONSE LEVELS

During ECI business hours: 4 hour acknowledge time, 48 hours resolution time

Non-business hours: 16 hours acknowledge time, 48 hours resolution 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 resolution within five (5) to ten (10) business days.

 

RESPONSE LEVELS

During ECI business hours: 24 hour acknowledge time, Resolution 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 resolution 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.