Our support is built on four parts that work together — the NetDesk Plus Service Diamond.
Technical Account Manager
Support
NOC Services
Integration Services
Service Level Targets
| Priority | Issue | Response | Escalation |
|---|---|---|---|
| 1 | Service unavailable (all users/functions) | 30 min | 45 min |
| 2 | Significant degradation (many users / critical functions) | 2 hrs | 1 hr |
| 3 | Limited degradation (some users; work continues) | 4 hrs | 2 hrs |
| 4 | Small degradation (one user; work continues) | 8 hrs | 4 hrs |
Escalation Tiers
Tier 1
Tickets begin here: the issue is identified, documented, and basic troubleshooting is performed.
Tier 2
Issues that need deeper expertise are escalated to more experienced engineers.
Tier 3
The most complex issues reach our senior engineers, who collaborate with vendors when needed.