Service Delivery
CSP Networks Service Level Agreement (SLA)
Service Level Agreement (SLA) for MSP Program
Overview
The Service Level Agreement is applicable to all Managed IT Service Customers, defined as having "Managed Services" as their company type listed in ITG. The purpose of the SLA is to publish and communicate our terms of response, management and resolution of Support Requests being made to the Help Desk. Customers are required to contact CSP Networks by email or phone call when they wish to request support. All requests will be reviewed and categorized as per the SLA Impact and Urgency Scale and responded to, managed and resolved in the time frame that applies to the requests Impact and Urgency. In many cases, some factors will be outside the control of CSP Networks and therefore, a "Best Effort" approach will be applied until the issue is resolved.
Definitions:
Normal Business Hours: Monday - Friday 7am-6pm PT
After Hours Support: Monday - Friday 6pm - 7am PT, Friday 6pm - Monday 7am PT & Major Holidays
|
Normal Business Hours |
Voice Calls and Emails Into Ticketing System |
|
Tier 1 |
Intake and Triage of all requests. Email PW Resets, MACD Requests, General PC How to Support, Mobile Device Setup Support. Procurement Requests, Vendor Management Escalations. Workstation Provision and Deployments. CSP Core Application General How To Support |
|
Tier 2 |
Escalated Desktop Support, MACD Executions, Domain PW Resets, Escalated Vendor Management, General Server and Network Issues. Workstation Provision and Deployments. CSP Networks Core Application Escalations |
|
Tier 3 |
Escalated Desktop Support, Escalated Server and Network Support. System Down Emergencies. System Maintenance, Repairs, and MACD. CSP Core Application Escalated Support and Client Specific Third Party Application Support and Collaboration |
After Hours Support must be purchased as an additional item within the customers Managed Service Plan. Customers with an After Hours Support plan along with customer specific requests will be identified in our system.
|
After Hours Support (AHS) |
Voice Calls ONLY |
|
Tier 1 |
Email Password Resets, Email Storage Increases, Mobile Device Email Setup Support. General PC How To Support, Microsoft Application Support. Vendor Escalation Support |
|
Tier 2 |
Tier 2 Support Only Available During Normal Business Hours |
|
Tier 3 |
System Down Emergencies, with Medium to High Impact and Urgency. Best Effort to Resolution |
The impact and urgency scale is used to define the response time, resolution plan time and ticket resolve time. Support Requests will be categorized into one of three categories; Red, Orange or Yellow as defined below.
|
IMPACT |
HIGH URGENCY |
MEDIUM URGENCY |
LOW URGENCY |
|
HIGH |
Urgency High: Whole Company Impact High: Major Process Stopped |
Urgency Medium: Large Group Affected Impact High: Major Process Stopped |
Urgency Low: One User or Small Group Affected Impact High: Major Process Stopped |
|
MEDIUM |
Urgency High: Whole Company Impact Medium: Business Degraded, Reasonable Workaround |
Urgency Medium: Departments/Groups Affected Impact Medium: Business Degraded, Reasonable Workaround |
Urgency Low: One User or Group Affected Impact Medium: Business Degraded, Reasonable Workaround |
|
LOW |
Urgency High: Whole Company Impact Low: More Irrataion Than a Stoppage |
Urgency Medium: Departments/Groups Affected Impact Low: More Irrataion Than a Stoppage |
Urgency Low: One User or Group Affected Impact Low: More Irrataion Than a Stoppage |
|
IMPACT/URGENCY |
ASSIGN |
RESPLAN |
COMPLETED |
|
RED |
Up to 60 Minutes |
Up to 30 Minutes |
Best Effort to ASAP |
|
ORANGE |
Up to 90 Minutes |
Up to 1 Hour |
Best Effort to ASAP |
|
YELLOW |
Up to 90 Minutes |
Up to 6 Hours |
Up to 44 Business Hours |
CSP Networks Manages all support requests by monitoring the time required to meet 3 separate Checkpoints throughout the life of the request. The following describes what the customer should expect to happen during the life of the request.
CHECKPOINTS
Assign - As tickets are received into the CSP Networks Ticketing System, a CSP Networks team member will review the request and Assign it to a Help Desk Consultant. Although the ticket has been assigned, it generally does not mean that a Consultant has begun the steps necessary to resolve the request. Tickets that are in the status of Assigned, mean that they have been Assigned to a Consultant and are waiting to be reviewed. The end user should receive an email from the CSP Networks Help Desk when the ticket status has been updated to "Assigned".
Resplan - The Resplan (Resolution Plan In Progress) means that a Consultant has reviewed the request and has made contact with the end-user to determine the root-cause and proposed resolution for the issue. Each issue is unique and can result in many different scenarios for how the ticket is eventually resolved. The purpose of the Resplan Status is to advise the end-user that the issue has been reviewed and that the process to resolve the issue has begun. If the issue cannot be resolved quickly, the consultant shall remain in contact with the end user, at least once per business day, until the issue is resolved. The end user should receive an email from CSP Networks Help Desk when the ticket status has been updated to "Resplan/In Progress".
Completed - Once the issue has been resolved and the consultant has entered all relevant information into the ticket, the status will be changed to Completed. This means that the consultant considers the issue resolved and has verified with the end user that the issue is no longer present. The end user should receive an email from CSP Networks Help Desk when the ticket status has been updated to "Completed". If for any reason the end user receives this email and is not satisfied with the resolution they are encouraged to respond to this email with their comments. Although a ticket is marked as completed, it is not "Closed" until it's reviewed as part of the CSP Quality Control Process.
ESCALATION METHOD
RED Tickets: Tier 1 > 2 > 3, respond back to customer within 30 minutes. And hourly until the issue is resolved.
ORANGE Tickets: Tier 1 > 2 > 3, respond back to customer within 1 hour. And hourly until the issue is resolved.
YELLOW Tickets: Tier 1 > 2 > 3, respond back to customer within 6 hours. Or at least once per business day for 4 days and until the ticket is closed.
ON-SITE SUPPORT
RED Tickets: CSP Networks Technician will depart CSP Networks Irvine, within 1 hour of receiving the incident. Technician will arrive as fast as possible, considering traffic and weather conditions. Each case will be reviewed individually to determine the best approach at resolution. Sometimes, based on client location, time of day, status of After Hours Support (AHS) plan, and actual impact and urgency, CSP Networks may dispatch the technician to arrive by 8am the following day. *Any remote or out of local area corporate facility: onsite support is Next Business Day (NBD) provided by Smart Hands.
ORANGE Tickets: Before Noon, CSP Networks Technician will depart CSP Networks Irvine, within 1 hour of receiving the incident. Technician will arrive as fast as possible, considering traffic and weather conditions. Each case will be reviewed individually to determine the best approach at resolution. Sometimes, based on client location, time of day, status of After Hours Support Plan, CSP may dispatch the technician to arrive by 8am the following day. *Any remote or out of local area corporate facility: onsite support is Next Business Day (NBD) provided by Smart Hands. Afternoon, CSP Networks will schedule a technician to arrive by 8am the following business day.
YELLOW Tickets: CSP Networks will schedule a technician no sooner than the next business day, but will work with the end user to schedule a time that is mutually convenient for both parties. *Any remote or out of area corporate facility: onsite support is Next Business Day (NBD) provided by Smart Hands. Who is scheduled to go onsite? Generally should be the Account Manager, then backup, then anyone who is available and capable.