Service windows and KPI’s

ESSC is able to offer you an SLA that’s meets your specific business requirements. We provide support based on “break-fix” up to “fully managed”, and everything in between. Our motivation is to provide services that create value, and we also offer a variety of other services (see service catalog) within each Service Window. The service programs we provide are highlighted below:

 

Service Options Standard Premium Enhanced1
Service Window Business Hours Business Hours & 24x7x52 (Priority 1) Business Hours & 24x7x52 (Priority 1)
Service Requests Unlimited Unlimited Unlimited
Support Type Remote Remote Remote and Onsite
Communication Ticket/Phone/Email Ticket/Phone/Email Ticket/Phone/Email
Authorized Contacts 2 2 per 8 hour shift Additional
Customization Support Included Included Included
Onsite Assistance Optional Optional Optional
Assigned Support Engineers Included Included Included
Response Times
Priority 1 2 working hours 1 hour, 24x7x52 Customer requirements
Priority 2 4 working hours 2 working hours Customer requirements
Priority 3 Next business day 4 working hours 4 working hours
Priority 4 2 business days Next business day Next business day
Targeted Resolution Times2
Priority 1 8 working hours 4 hours, 24x7x52 4 hours, 24x7x52
Priority 2 2 business days 8 working hours 8 working hours
Priority 3 5 business days 5 business days 5 business days
Priority 4 10 business days 10 business days 10 business days
1 In addition to Standard / Premium Support

2 Priority 1 and Priority 2 can be guaranteed based on customer requirements

 

 

Priority definitions