A Standard designation relates to a network problem or situation that does not have a major impact on the network as a whole. It is a matter that requires action toward resolution within 5 business days or more.
Elements of a Standard/bMAC Priority Case:
- Pending client verification of requested information;
- Work that can be scheduled for more than 1 and less than 5 business days out;
- RFO's for an outage that happened outside of contract hours;
- A High priority case that is downgraded to Standard to monitor status or collect data over the following week;
- bMACs
Action
- Case Confirmation: 30 minutes
- Expectation of resolution time / duration: 30 minutes to 4 hours;
- Frequency of action: Once a day by phone or e-mail, as appropriate.
Communication
- Once to notify the client that we have received the case and are planning work on it;
- Once weekly thereafter via e-mail to share plan/progress.
Methods of creating / opening this priority:
- Upon resolution: Standard cases are closed afer receiving confirmation of resolution.
- Opened by client via phone or e-mail
- Triggered by practive monitoring
- Downgrade from High
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Testimonials
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"If we have phone troubles Affant is the first one we call. You have been very helpful in pointing us in the right direction to get the problem resolved."
Debbie M., Brenner Fiedler
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Once again...Affant to the rescue. The Affant engineer worked diligently with me and another engineer to isolate and focus on solving the problem. This allowed me to quickly hone in and replace the defective piece of hardware and restore Internet connectivity to the network. Fast, Courteous, Efficient!!
Tom L., Resort Communication
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"You were all over this problem and helped get this resolved as fast as possible. You were very helpful. Thank you for your responsiveness."
William, JAMS
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