A Critical designation assumes a network or a key network resource is down and unavailable. Critical cases are immediately assigned to a support team member for continued work within contract hours until resolved.
Elements of a Critical Priority Case:
A network or a key network resource is down and unavailable;
All failures where there are no redundant facilities are classified as Critical;
The device or service down is having a severe impact on the business;
An issue that creates a down situation for multiple users e.g.; failed business functionality for an entire remote office;
Business-case based urgency.
Action
Case Confirmation: 5 minutes
Expectation of resolution time/duration: 30 minutes to 4 hours.
Frequency of action: Constant and non-stop. An engineer is engaged for the duration.
Communication
Every attempt is made to contact our clients via phone in Critical situations; we try every number available to us (office, mobile, home if necessary, etc). If we are unble to reach any of our contacts on any numbers, we rely on e-mail and text messaging (if available) to communicate.
Phone call and/or e-mail at discovery of problem and at least every 30 minutes during coverage hours until the problem is identified/isolated.
Once the problem is identified/isolated we will communicate status at least every 60 minutes during coverage hours until resolution of the case;
Methods of creating / opening this priority:
Opened by client via phone ONLY (not e-mail)
Triggered by proactive monitoring.
Escalated up from High
Only if You Dare!
When You're Ready
Clients
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Testimonials
"You guys always respond and resolve issues in a timely manner. This is the kind of service that customers expect. We appreciate all your help."
Tad P., Golden State Foods
"Wanted to say that Mathew jumped on the issue right way and isolated the problem. Very HELPFUL AND THOUGHFUL considering the situation at Spectrum and the fact i called at 5:45am this morning. "
Mike W., Spectrum
"Everytime I use Affant support, I get a great answer. You have an excellent staff."
