HD IT Service Levels

The current services levels are provided and executed by HD IT under our Managed Services Agreement (Business Class and First Class Agreements Only).

Urgency

Category

Urgency Description

  High (H)

·         The damage caused by the Incident increases rapidly.

·         Work that cannot be completed by staff is highly time sensitive.

·         A minor Incident can be prevented from becoming a major Incident by acting immediately.

·         Several users with VIP status are affected.

Medium (M)

·         The damage caused by the Incident increases considerably over time.

·         A single user with VIP status is affected.

Low (L)

·         The damage caused by the Incident only marginally increases over time.

·         Work that cannot be completed by staff is not time sensitive.

 

 

 

 

 

 

 

 

Impact

Category

Impact Description

High (H)

·         A large number of staff are affected and/or not able to do their job.

·         A large number of customers are affected and/or acutely disadvantaged in some way.

·         The financial impact of the Incident is (for example) likely to exceed $10,000.

·         The damage to the reputation of the business is likely to be high.

·         Someone has been injured.

Medium (M)

·         A moderate number of staff are affected and/or not able to do their job properly.

·         A moderate number of customers are affected and/or inconvenienced in some way.

·         The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.

·         The damage to the reputation of the business is likely to be moderate.

Low (L)

·         A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.

·         A minimal number of customers are affected and/or inconvenienced but not in a significant way.

·         The financial impact of the Incident is (for example) likely to be less than $1,000.

·         The damage to the reputation of the business is likely to be minimal.

Priority


Service Levels

Priority Code

Description

Target Response Time

Target Resolution Time

1

Critical

10 Minutes

1 Hour

2

High

20 Minutes

4 Hours

3

Medium

1 Hour

8 Hours

4

Low

4 Hours

24 Hours

5

Very low

1 Day

1 Week

 

We are in this together

We make the success of your business, our business. HD IT goes far beyond the competition’s standard set of services to become an extension of your organization, contributing resources, industry-leading processes, technology solutions, and expert client services to maximise your IT investment and help launch your business to the next level. In short, we work with you to put all the pieces together that will help ensure your business success.

 

STANDARD MSP’s

HD IT

Helpdesk Services
Procurement Services
Server Monitoring & Management
Network Monitoring & Management
Basic Security
Backup Solutions
Same Day Resolution Target
Microsoft and 3rd Party Application Updates
Proactive Self-Healing
Next Generation Synchronised Security
Monthly Usage report
POD Structure
Applications Training
Disaster Recovery & Business Conitinuity Solutions
IT Documentation
IT Budgeting
Co-Managed IT Services
Virtual CIO Services
Project Services

Our obsession with visually monitoring your IT investment.

Why do we love business dashboards so much? Too often, we hear from clients about how frustrated they were not knowing what their old MSP was doing, submitting support tickets but never hearing back. Our dashboards solve that problem by providing a real-time view of how your IT is performing and what we are doing to help your business grow.

Our obsession with visually monitoring your IT investment.

Why do we love business dashboards so much? Too often, we hear from clients about how frustrated they were not knowing what their old MSP was doing, submitting support tickets but never hearing back. Our dashboards solve that problem by providing a real-time view of how your IT is performing and what we are doing to help your business grow.

Our Partners