Priority Response Time for Emergencies — Emergency calls (Help Desk Priority 1) will be responded to within 20minutes to 1Hour during normal business hours. After-hours emergencies will be responded to within 1 to 2 Hours. For all emergencies please enter the case information into the helpdesk ticketing system firstname.lastname@example.org or http://helpdesk.synackfin.net:. A Technical Service Representative will be assigned to your case and contact you according to the priority level it has been assigned. General Questions are Priority P4-P3. Technical Problems are Priority P1-P4
|Priority Time Response Definition Priority 1 - Critical System Down:||20 minutes to 1 hour||Critical – Priority 1 issues include: Production system is inoperative and business is being impacted. No work can be done. File server is down; company application server is down; internal LAN is down; network is completely down. Please follow up with a phone call to 720.310.1819 after logging these types of cases via the “helpdesk” system.|
|Priority 2 - Non-Crictical System Down:||1 hour to 4 hours||High – Priority 2 issues include: Non-Critical system is adversely affected or system is inoperative. Productivity is being compromised; work can be completed but no at full capacity. File server is slow; company application server is slow; internal LAN is slow. Please follow up with a phone call to 720.310.1819 after logging these types of cases via the “helpdesk” system.|
|Priority 3 - Standard:||4 hours to 12 hours||Standard – Priority 3 issues include: Production or development system has encountered a non-critical problem or defect and/or questions have arisen. We can’t print, Systems are slow; LAN is slow. Please log these types of cases via the “helpdesk” system.|
|Priority 4 - Low:||12 hours to 48 hours||Low – Priority 4 issues include: Low priority requests can be categorized as no system impact. Problems with Outlook or e-mail; problems with passwords or log-ins; need security settings reconfigured; need new user permissions created; need software installed or upgraded; have general questions. Please log these types of cases via the “helpdesk” system.|
SAF uses the Iterative and Incremental methodology to manage networks. The basic idea is to develop a computing environment through repeated cycles (iterative) and in smaller portions at a time (incremental). This allows technical staff to take advantage of what was learned during implementation of earlier parts or versions of the computing environment. Where possible key steps in the process start with a simple implementation of a subset of the requirements and iteratively enhance the evolving versions until the full system is implemented. At each iteration, design modifications are made and new functional capabilities are added. SAF has coined the term “SPEME” for our implementation methodology that is integrated into the Iterative and Incremental cycle throughout the network management relationship.
1) Requirements: We gather the requirements for the business and put them into our cloud tracking system.
2) Documentation: We document the environment before we make any changes. It is important to have a clear understanding of the environment. We then update our documentation as we progress through each iteration.
3) Design: Based on the information gathered from the requirements and documentation phases we design the network. The network is broken down into smaller components and the Iterative and Incremental methodology is set into motion.
4) Implementation: We’ve coined a term to describe what we do next – SPEME.
a. Security – We get the firewalls and anti-virus protection in place first. Security is the cornerstone of any business network.
b. Protection – We back up everything before we make any changes. If you don’t have a backup solution we implement one.
c. Enhancement – We might add VPN (virtual private network), remote access, corporate exchange servers for calendars or e-mail, secure wireless networks, or other features that will make your business run more efficiently.
d. Maintenance – Acting as your virtual IT department, we continually monitor what’s going on in your network and get alerts for disk space low, error messages, firewalls set incorrectly, potential security breaches and even “toner cartridges are running low.”
e. Education – There’s nothing magical or mysterious about what we do, and we’re happy to teach you as we go, as well as document everything when we implement, integrate, or repair something. We aim to elevate your I.T. knowledge. An educated office environment is less likely to make mistakes and can easily identify areas of concern in the business.
5) Support: We offer continuous support to the networks we manage. We offer an online helpdesk system that you can access from a www site portal, email or text message. Terminal Service, Citrix, VPN, SSH it doesn’t matter what tool is used remote server support is a part of our day to day tasks.