Service level


Description of the different levels of service request

Emergency Call: An emergency is defined as a situation that prevents all employees from using the company’s computer system. The latter must be supported as soon as possible

Priority 1 Service Request: Urgent application that affects only one employee must be supported within 60 minutes of the request for support

Priority 2 Service Request: Request to be supported within 4 hours of request for support

Priority 3 Service Request: Request to be supported within 48 hours of request for support