ViewIT Service Levels
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ViewIT Service Levels

ViewIT Service Levels

ViewIT Service Levels

Service Level Maximum response time for issues raised during office hours Maximum response time for issues raised outside of offfice hours
Gold 1 hour response 1 hour response
Silver 2 hour response Next business day
Bronze Next business day Next business day
Special Request Next business day Next business day

The Fine Print

Note 1:

For clarity, the term “response time” refers to the wait period between initially notifying our Help Desk and the initial call from an engineer.

This is distinct from “resolution time”, which could vary from a few minutes to days or weeks depending on the complexity and priority of the request.

Note 2:

A standard business day is defined as 8:30 am – 5:30 pm weekdays, excluding Victorian public holidays.

Note 3:

Under certain circumstances we are able to provide guaranteed resolution times for critical elements of your IT infrastructure if required. Typically this requires us to hold spare equipment on-site and keep one or more of our engineers on standby. For most organisations this is cost prohibitive.

Generally we believe that implementing solid Business Continuity and Disaster Recovery plans is a better option.

Of course, response times are only part of the puzzle. We also prioritise our efforts in accordance with the agreed service level. This ensures that business critical systems always receive both the fastest response and the quickest possible resolution time.