IT Support Priority Levels
Every IT support issue is different and any resulting downtime you experience means that less time is spent selling and promoting your products or services. Therefore, AM Data Service, Inc. has priority level service in place to determine the response time to any given support issue. When you request it support we will determine the urgency and assign an IT support priority level accordingly:
- 4. CRITICAL: Complete failure of the system to perform correctly. This includes severe slowdowns of productivity or throughput. AM Data Service, Inc. should acknowledge receipt of the problem reported immediately. If the problem requires the involvement of expertise not available at the client site, AM Data Service, Inc. will provide the appropriate personnel within approximately four (4) hours. If the client agrees, the on-site response time may be later, but in no event later than twenty-four (24) hours.
- 3. HIGH: Serious failure of software/hardware component, which does not result in complete system failure, but does impact productivity and/or throughput. AM Data Service, Inc. shall provide one (1) hour telephone response. AM Data Service, Inc. will provide the appropriate personnel at the client site within twenty-four (24) hrs.
- 2. MEDIUM: Recurrent problem, which affects productivity or the throughput of the system. AM Data Service, Inc. agrees to respond by telephone within four (4) hours. Corrective action should be accomplished within forty-eight (48) hrs.
- 1. LOW: Cosmetic error not impacting production. AM Data Service, Inc. agrees to respond by telephone within eight (8) hrs.
IT Support Priority
Every support issue is different and any downtime you experience means less time selling and promoting your business. Click below to to find your support priority level.
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