TAP Service Desk Coverage Clause Samples

TAP Service Desk Coverage. Below are the standard coverage hours, but these may be superseded in a separate Customer SOW. Business Hours: Monday – Friday, 7am – 7pm CST Included After Hours: Monday – Friday, 7pm – 7am CST Saturday – Sunday Included Severity 1-2 Holidays: Jan 1, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve ½ Day, Christmas Day Included Severity 1-2 Severity 1 – Critical Financial Impacting Catastrophic Failure < 1hr-Bus Hrs; < 4 hrs-Non Bus Hrs Severity 2 – High Multiple end-users impacted < 2hrs-Bus Hrs; < 6hrs-Non Bus Hrs Severity 3 – Medium 1 End-User impacted 8 hrs – 1 business day Severity 4 – Low Informational or Non-Incident Requests 16 hrs – 2 business days Tier 1 All support incidents begin at Tier 1 where the initial trouble ticket is created; the Incident is identified and clearly documented, and basic troubleshooting is initiated for single user Incidents. Immediate escalation occurs if it is identified that the Incident is affecting multiple users. Tier 2 All support Incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on Incidents can be provided by more experienced engineers. Tier 3 Support Incidents that cannot be resolved by Tier 2 are escalated to Tier 3 and TAP’s Chief Architect, where support is provided by the most qualified and experienced engineers who have the ability to collaborate with vendor engineers and managerial personnel to resolve the most complex Incidents.