GUIDELINES FOR MEASURING RESPONSE TIME Sample Clauses

GUIDELINES FOR MEASURING RESPONSE TIME. All times are based on normal business hours. • Critical situations (such as a destructive virus or security threat) that require immediate attention may suspend normal response/resolution times of other service requests. • If the help desk does not resolve the call, the response time is the time it takes the assigned technician to make initial contact with the customer. • If the customer is unavailable for an extended period of time on an open event, the user will be notified that the event has been placed in Pending status until the customer can schedule an appropriate time. • All “High” and “Medium” priority that require customer presence will be changed to a priority of “Normal” if customer is unavailable. Customer will be notified and three attempts will be made to reschedule with the customer. • When applicable, remote administration of the customer’s desktop is a cost savings strategy that could better serve customers, provide more consistent service, and expedite service delivery. If remote support can be provided, the Help Desk technician will get approval from customer to initiate a remote administration session and will attempt to solve the customer’s problem. If the customer does not give approval then the service level agreement for this call will be moved to a priority “Normal.” The customer will have the opportunity to cancel the remote administration action at any time during the session. The customer will be able to see on screen at all times what the technician is accomplishing.
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