REQUEST PRIORITY Sample Clauses
REQUEST PRIORITY. Any request for transfer which has been submitted less than thirty calendar days prior to the occurrence of a vacancy shall not normally be considered for transfer to such vacancy until similar requests submitted thirty or more days prior to the occurrence of the vacancy have been satisfied.
REQUEST PRIORITY. The OSC receives a large volume of service requests on a daily basis and uses a standard process to prioritize and respond quickly and efficiently. Whenever possible, the OSC will resolve a problem upon first contact. Expedient OSC Analysts, Technicians, and Engineers are cross-trained in multiple technology disciplines preparing them to respond to the variety of incidents that may occur on the network. - Tier I (Analysts) – subject matter experts at this level handle initial troubleshooting including monitoring response, telephone call response, trouble ticket triage, request resolution through standard operating procedures (SOP), and security escorting in the data centers - Tier II (Technicians) – subject matter experts at this level handle escalations from Tier I and act as IT generalists in multiple areas including Windows, Networking, Unix, and Virtualization - Tier III (Engineers) – subject matter experts at this level focus on certain areas and act as authorities in the organization who provide guidance and training as well as high level problem solving for Windows, Networking, Unix, and Virtualization We understand that Clients are typically experiencing impact to their business operations as the result of a service disruption. We invite them to participate in the prioritization process by describing the impact. However, it is not always possible for every individual in the OSC to have every skill set. As a result, subject matter experts are consulted when required to achieve incident resolution. If escalation is required, the following priorities are assigned to requests such that we can maintain a consistent service level: - High – the service is out of order and there is no work around - Initial Response: Within 45 minutes - Updates: the ongoing expectation for follow up is every 60 minutes until resolution or as requested by the Client - Medium – the service is not completely out of order, but requires attention to restore normal operation - Initial Response: Within 75 minutes - Updates: the ongoing expectation for follow up is every 120 minutes until resolution or as requested by the Client - Low – There is no immediate impact to the Client's services, but the request requires a response or is informational in nature - Initial Response: Within 9 business hours - Updates: the ongoing expectation for follow up is every 24 hours until resolution or as requested by the Client