Help Desk Service Level Agreement

Help Desk Service Level Agreement


The Clevr Helpdesk acts as a central point of contact for all support issues. This includes requests related to system configuration, consultation, troubleshooting, feature enhancements, inquiries, and technical support related to Clevr.  This Service Level matrix aims to ensure quality, responsiveness, and customer satisfaction in the support and use of the Clevr.

Support channels

Phone: (613) 966-6806 or toll free (844) 972-5387

Support Hours

Regular business hours are 8:00 a.m. to 6:30 p.m. (EST) Monday to Friday. Exceptions may be made for closures due to holidays.
 

Triage Severity Levels and Response Times

The Support Services Team will use the following guidelines in responding to and resolving all requests within the time frames indicated in the table below. Actual response and resolution times may vary depending on the volume of requests at any given time. If a request cannot be handled within the allotted timeframe the customer will be notified and provided with an estimated time for completion.

Severity LevelDescriptionInitial Response TimeResolution Time
Severity 1 (Critical)A major service outage / software issue with significant and immediate business impact
  1. Large number of users affected
  2. Service outage
  3. No available workaround
  4. Mission / business critical impact
Within 1 hour.5 - 1 business day
Severity 2 (High)
Major service outage / software issue or degradation with significant business impact
  1. Multiple users impacted
  2. Work performance reduced
  3. Unsustainable workaround
  4. Mission / business critical impact
Within 4 hours1 business day
Severity 3 (Medium)Service outage / software issue impacting functionality with minimal business impact
  1. Few users impacted
  2. Minimal performance degradation
  3. Acceptable workaround available
  4. Non-critical business impact
Within 24 hours2 business days
Severity 4 (Low)Minor issues, inquiries, or enhancement requests
  1. Form / Report requests
  2. Feature enhancements
Within 24 hoursTBD

*Due to the wide diversity of problems that can occur, and the methods needed to resolve them, resolution times may vary. These are used as a general guideline.

Incident Escalation Process

If an incident remains unresolved within the specified timeframe, it will be escalated as follows:
  • Severity 1 Incidents are escalated to senior technical staff within 1 hour of being reported.
  • Severity 2 Incidents are escalated if not resolved within 8 hours of being reported.
  • Severity 3 Incidents are escalated if not resolved within 48 hours of being reported.

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