High

A High designation assumes that the network or a resource within is suffering from some sort of unacceptable degradation, but is not completely down or was down and now requires monitoring or research.

Elements of a High Priority Case:

  • Critical device was down but is currently up and is being monitored until final resolution;
  • Issues which need to be started and completed within 24 hours or one full business day;
  • Ideally, they are addressed same business day.

Action

  • Case Confirmation:  15 minutes
  • Expectation of resolution time / duration:  Typically same day.
  • Frequency of action: 1-4 hours by phone or e-mail as appropriate

Communication

  • Phone call and/or e-mail at discovery of problem and at least every 2 hours during coverage hours until the problem is identified/isolated.
  • Once the problem is identified/isolated we will communicate status at least every 4 hours during coverage hours until resolution.

 

Methods of creating / opening this priority:

  • Opened by client via phone or e-mail
  • Triggered by proactive monitoring
  • Escalated up from Standard
  • Downgrade from Critical; when Critical issues appear to be "normalized", we re-prioritize the case to High Priority for continued follow-up pending confirmation of resolution.

Critical

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 of the case

 

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 uanble 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

 

 

 

 

Standard/bMAC

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

Investigative

An Investigative priority designation only relates to the collection of data. It is open to collect further information regarding the nature of a problem or resolution, or as a means of reminder to observe a newly repaired resource.

Elements of an Investigative Priority Case:

  • Collection of data over time.

 

Action

  • Case Confirmation:  30 minutes
  • Expectation of resolution time / duration:  TBD;
  • Frequency of action: At least one e-mail weekly
  

Communication

  • Once weekly.  Typically this is e-mail based.

 

Methods of creating / opening this priority:

  • Upon resolution:  Investigative cases are closed after receiving confirmation of resolution;
  • Occasionally triggered by information learned from proactive monitoring;
  • Typically by client phone or e-mail.

RMA

An RMA designation is for equipment that needs to be replaced.

Methods of creating / opening this priority:

  • Starts off as a Critical or High priority case, has been initially addressed, and now given an RMA classification to track the replacement of the hardware.
  • May be tracked with this RMA case the entire time.

The Affant Guarantee

Affant SLA

  Service Level Agreement

Cases are categorized into five priority levels. Each priority level has specific initial and ongoing action and communication commitments.

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