Managed Services Response Times
| Trouble | Priority | Response Time 8:30am–5:30pm |
Response Time 5:30pm–8:30am |
|---|---|---|---|
| Service not available (all users and functions unavailable. Ex: Server down).* | 1 | – Remote within 1 hour – On-Site within 3 hours |
– Remote within 2 hours – On-Site within 4 hours |
| Significant degradation of service (large number of users or business critical functions affected).* | 2 | – Remote within 2 hours – On-Site within 4 hours |
– Remote within 4 hours – On-Site within 6 hours |
| Limited degradation of service (limited number of users or functions affected, business process can continue).** | 3 | – Remote within 8 hours – On-Site within 48 hours |
– Remote within 16 hours – On-Site NBD |
| Small service degradation (business process can continue, one user affected).** | 4 | – Remote within 24 hours – On-Site within 72 hours |
– Remote within 24 hours – On-Site within 72 hours |
*For same day services on priority 3 and 4 tickets must be entered before 4pm.
**Clients may request a specific technician however, XCD IT will at its discretion, assign a technician to address a service ticket or project work.
These response times apply to all clients on our managed IT services.
Weekend support requiring on-site and not included in the support package will incur an additional charge at the rate of $275 per hour ex. GST with a minimum of 2 hours.
Client agrees that weather, traffic conditions or Force Majeure outside the control of MSP may extend or prevent remote or onsite response.
EXCLUSIONS FROM MANAGED SERVICES
The following is a list of costs, expenses, charges or services explicitly excluded from the Managed Services listed in any MSA executed by the Client. The below is not meant to constitute a complete list, and any cost, expense, charge, or service that is not specifically listed and explicitly included in an executed MSA is excluded from Managed Services by definition: