Service Level Agreement
Below is the Service Level Agreement (SLA) for Cloud Services Depot Help Desk Services. All SLA information is tracked in real time and is available in the Help Desk Services Portal. Telephone calls are recorded (including the wait time and on-hold periods) to provide full transparency.
| Telephone Support | Email Support | PSA Ticket Submission | |
|---|---|---|---|
| Service Availability | 24x7x365 | 24x7x365 | 24x7x365 |
| Response | Answer within 180 seconds | Call user within 2 hours | Call user within 2 hours |
| PSA Ticket? | Yes | Yes | Yes |
Every call, email and ticket is assigned an Escalation Category by the Help Desk agent. The Escalation Category defines the impact of the issue reported by the end-user. If the Help Desk cannot resolve an issue, the ticket will be escalated using the rules you define during the initial setup of the Help Desk Service. You can choose to escalate Help Desk tickets to your office or to the Cloud Services Depot NOC team.
Escalation Categories
- Low: One machine/user affected. The problem is only a minor enhancement or question. No productivity loss.
- Normal: One machine/user affected moderately and some productivity loss. Or multiple machines/users affected with only minor loss of productivity.
- High: All users affected and moderate productivity loss.
- Critical: All users affected and major productivity loss.
Credit Requests
Cloud Services Depot resellers must contact their account manager to receive a Service Level Agreement (SLA) credit.
