The reception of the Support Desk for KAV Consulting has been positive and we find that it is a helpful tool for us. However, similar to other Help Desks, we have to define protocols for certain situations. We are setting up a process to close tickets that are in a pending status for over 2 weeks. We will send out an email alerting the requestor of the intention and then, if it still isn't closed by the requestor, we will close the ticket. The following SLA guidelines will also be maintained.
|Priority||Definition||Assignment Timeframe||Initial Response Time|
|Urgent||Requiring immediate action or attention. Complete system impact||2 hours + client notification||1 day|
|High||Impact on daily operations, but no work stoppage||4 hours||4 days|
|Medium||Partial impact on daily operations||1 day||5 days|
|Low||Request not impacting daily operations||2 days||10 days|