Get Started
Jul 14, 2020

Infiniwiz's SLA Response Times

Legend

Severity Business Hours After Hours Description
Critical 1 Hour 1 Hour Major business processes are stopped.
High 2 Hours 2 Hours Production is proceeding, but significantly impaired.
Medium 4 Hours Next Business Day Business process is degraded, but there is a reasonable workaround.
Low 24 Hours Next Business Day More of an irritation than a stoppage.

 

Type Severity Level Response Time
Full Outage Critical 15 Minutes to 60 Minutes
Phones Down Critical 15 Minutes to 60 Minutes
Active Directory Issue High 30 Minutes to 2 Hours
Backup Issue High 30 Minutes to 2 Hours
Domain Issue High 30 Minutes to 2 Hours
DUO/2FA Issue High 30 Minutes to 2 Hours
Email Issues High 30 Minutes to 2 Hours
Firewall Issue High 30 Minutes to 2 Hours
Internet/Network Issue High 30 Minutes to 2 Hours
Peripheral Device Issue (mouse, keyboard, etc.) High 30 Minutes to 2 Hours
VPN Issue High 30 Minutes to 2 Hours
VPN/Tunnel Issue High 30 Minutes to 2 Hours
VPS Inaccessibility /Performance High 30 Minutes to 2 Hours
Add/Create Shortcut Medium 1 Hour to 4 Hours
Adobe Application Issue Medium 1 Hour to 4 Hours
Create/Remove Network Drive Medium 1 Hour to 4 Hours
Disable User Access/Remove User Medium 1 Hour to 4 Hours
Fax/Fax-to-email Issue Medium 1 Hour to 4 Hours
Hardware Issue Medium 1 Hour to 4 Hours
LOB Application Issue Medium 1 Hour to 4 Hours
Network Drives Accessibility Medium 1 Hour to 4 Hours
O365/Microsoft Application Issue Medium 1 Hour to 4 Hours
OS/Windows Issue Medium 1 Hour to 4 Hours
Password Reset Medium 1 Hour to 4 Hours
Scanning/Printing Issue Medium 1 Hour to 4 Hours
SNAPmobile Application Issue/Setup Medium 1 Hour to 4 Hours
UAC Prompt Medium 1 Hour to 4 Hours
Website Access/Browser Issue Medium 1 Hour to 4 Hours
Website Hosting Issue Medium 1 Hour to 4 Hours
Call Detail Record Pull Request Low 4 Hours to 24 Hours
Create New Email Account Low 4 Hours to 24 Hours
Create/Disable Local User Low 4 Hours to 24 Hours
New User Setup Low 4 Hours to 24 Hours
New Workstation/Laptop Setup Low 4 Hours to 24 Hours
PBX Routing Adjustments/Holiday Schedule Low 4 Hours to 24 Hours
Setup New Extension/Phone Low 4 Hours to 24 Hours
Voicemail Change/Issue Low 4 Hours to 24 Hours
Wiring Low 4 Hours to 24 Hours

Technology Insights

Infiniwiz Technical Business Review Process

At Infiniwiz, our goal is to ensure that our clients’ businesses reach their fullest potential...
Read More

iPhone's Revival: EU's Push for Replaceable Batteries Sparks Hope for User-Friendly Future

Back in the day, when we used to have trouble with our mobile devices, such...
Read More

Token Theft and Wire Transfer Scam

With cybersecurity threats on an all-time rise, it is important for organizations to protect their...
Read More
chevron-down linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram