Response Times and Service Levels for End User Support

Response Times and Service Levels for End User Support


Response Times and Service Levels for End User SupportNotes
These guidelines are for end user support.
Issues that are related to services we manage such as network outages, server disconnects, workstation logins, are always a priority and should be handled promptly for all MSA customers, whether or not they’re on help desk. 

 

Try not to “overshoot” these service levels for the following reasons:

 

  1. It puts stress on our techs to be assigned last-minute work unnecessarily, especially when they may have long-term projects that need attention.
  2. It can cause us to neglect longer-term projects.
  3. It develops a culture of constant interruption where the newest thing always gets the most attention.
  4. It’s not fair to customers who do pay more for help desk or expedited support.
  5. It encourages customers to expect an immediate response to their requests.

Non-RMM


Window to Reply to request: 10 - 12 business hours. 
Scheduling window: 3 - 5 days depending on urgency and availability. 
Same or next day day support (if available): See Expedited Service Options
 

RMM With Microsoft 365 Subscription Sold By Us

Window to Reply to O 365 support request: 1 to 5 business hours depending on urgency. 
Scheduling window: 2 - 8 business hours depending on urgency.  (For Outlook issues, advise user to use website portal in the interim.)

Non-RMM With Microsoft 365 Subscription Sold By Us

Window to Reply to O 365 support request: 2 to 8 business hours depending on urgency. 
Scheduling window: 4 - 8 business hours depending on urgency.  (For Outlook issues, advise user to use website portal in the interim.)
 

RMM Business and Residential 

Window to Reply to request: 3 to 6 business hours 
Scheduling window for remote: 2 to 3 days, depending on urgency and availability.

Scheduling window for onsite (excluding server offline and other devices we manage): 3 to 5 days, depending on urgency and availability.


Help Desk Customer (handled by Mission Control) 

Window to Reply to request: 30 minutes to 2 hours depending on urgency 
Scheduling window: 30 minutes to 6 business hours depending on urgency






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