(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 Hours 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+ new hires, or new systems for 2+ existing employees 16 Hours 32 Hours Determined by the nature of the event
Low The problem is routine, possibly even just an inquiry with no loss of computing function. 32 Hours 60 Hours  2 Weeks

***Note: Initial Response time means that the person who submitted the support request will get a response from a human (via email or phone call) to confirm the problem is being worked on or to discuss the issue further.

***Note: Emergency and Critical must be reported by phone.

***Note: All hours and days listed above are exclusively business hours. Our business hours are 9am – 5pm ET, 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, Wild Frog’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.