ETS Service Desk Service Level Agreement

Incident and Request Management

Introduction

This document defines the service level agreement (SLA) for incident and request management between the service provider and the customer. The SLA specifies the response, planning, and resolution times for incidents and requests, based on their urgency and the time of day. The SLA also defines the regular business hours and the emergency(on-call) hours for the service provider.

ETS Service Desk Service Level Agreement Table

Ticket Urgency
Response Time
Planning Time
Resolution Time
Low
48 business hours
96 business hours
120 business hours
Medium
24 business hours
48 business hours
72 business hours
High
1 business hour
2 business hours
4 business hours
Critical
15 minutes
30 minutes
1 business hour

ETS Service Desk Business Hours and Emergency Hours

Day
Regular Business Hours
Emergency(On-call) Hours
Monday
7AM - 7PM Central time zone
7PM - 7AM Central time zone
Tuesday
7AM - 7PM Central time zone
7PM - 7AM Central time zone
Wednesday
7AM - 7PM Central time zone
7PM - 7AM Central time zone
Thursday
7AM - 7PM Central time zone
7PM - 7AM Central time zone
Friday
7AM - 7PM Central time zone
7PM - 7AM Central time zone
Saturday
NA
All day
Sunday
NA
All day

ETS Emergency Hours Conditions and Expectations

ETS provides an on-call service in the evenings and on the weekends to address emergency issues for our clients. To contact the emergency support staff, a call must be made to the toll-free number, 1-855-683-3310. The caller must follow the prompts to engage the emergency support.

An emergency call service will answer the client’s call, record the details of the issue, and attempt to reach the designated “on-call” technician to address the issue. If the technician cannot be reached to transfer the client’s call, the “on-call” technician is expected to call the client back within15 minutes. The emergency call service will leave the technician a message and record a ticket in the ETS ticketing system.

Please note that emails to the Service Desk during emergency hours are not monitored. All client issues during the defined emergency hours support times must be reported via the toll-free number.

ETS Issue Severity Levels

To prioritize and resolve the issues reported by our clients, we use the following definitions of issue severity levels:

Low: A minor issue that does not affect the normal operation of the client's system or the delivery of the service. Examples include cosmetic defects, documentation errors, or minor enhancement requests.

Medium: A moderate issue that affects some functions or features of the client's system or the service but has a workaround or does not impact the core functionality. Examples include intermittent errors, performance degradation, or configuration issues. Production mitigation options exist in this urgency category.

High: A major issue that affects the essential functions or features of the client's system or the service and has no workaround or severely impacts the usability or performance. Examples include system crashes, data loss, security breaches, or service outages.

Critical: An urgent issue that prevents the client from using the system or the service a tall, or poses a serious risk to the client's business, safety, or reputation. Examples include system failures, data corruption, security incidents, or service interruptions.