Swipe left and right over the table to see all information.
| Trouble | Priority | Response Time (i) | Resolution Time (ii) | Escalation Threshold |
|---|---|---|---|---|
|
Service not available (all users and functions unavailable) |
1 | Within 30 minutes | ASAP - Best effort | 60 minutes |
|
Significant degradation of service (large number of users or business critical functions affected) |
2 | Within 30 minutes | ASAP - Best effort | 4 hours |
|
Limited degradation of service (limited number of users or functions affected, business process can continue) |
3 | Within 30 minutes | ASAP - Best effort | 8 hours |
|
Small degradation of service (business process can continue, one user affected) |
4 | Within 30 minutes | ASAP - Best effort | 12 hours |
- Response times are for issues that are phone called into our support desk, there is no SLA for e-mail created support tickets.
- ExcalTech will provide a “best effort” to resolve all issues as quickly as possible, but conditions vary, and escalation thresholds will be maintained.
Labor Rates
Swipe left and right over the table to see all information.
| Type | Standard Rate (per hour) | After Hours Rate (per hour) |
|---|---|---|
| Help Desk Labor | $149 | |
| Field Staff Labor | $229 | $343.50 |
| Project Management & Labor | $245 | $367.50 |
| Web Labor | $169 |
