Incident Turnaround Expectation (IN ticket: Eg.

IN27373)
Severity Severity Level 1 (Sev 1) Characteristics Critical function or network is down and the outage is causing severe impact on service delivery and no alternative or bypass is available. Critical apps are V21, ICM, SGI, Outlook, Rogers.com, Fido.ca Critical function or network is degraded or unusable with a potential severe impact on service delivery and no acceptable alternative or bypass is available. An escalated severity 3 is an incident that has the potential to become a severity 1 or 2 within the next one or two business days. Particularly, it would require quick action to prevent a major incident from occurring. A non-critical function (i.e., system, application) or procedure is down, unusable or difficult to use with some operational impact, but no immediate impact on service delivery and an alternative or bypass is available. Problems that would otherwise be considered Severity Level 1 or Severity Level 2 but that have an acceptable alternative or bypass available will also be designated a Severity Level 3. A personal application or procedure is unusable, and either an alternative is available or deferred maintenance is acceptable. Impact is to a low number of users (1-10) Service Restoration Target 4 hours

Severity Level 2 (Sev 2)

8 hours

Severity Level 3 Escalated (Escalated Sev 3)

3 business days

Severity Level 3 (Sev 3)

3 business days

Severity Level 4 (Sev 4)

7 business days

Severity Level 4 Owner workgroup: Deskside

Incident tickets (break/fix tickets) once they are logged

1 business day (4 hours for Rogers executives-VPs and/or

to the Deskside team. For example: User cannot log on to workstation, printer is not working etc Note: Exceptions are Non std software, hardware, data on HD greater than 500 MB or appointments setup by the customer past the 24 hrs.

their admin) Note: Exceptions are Non std software, hardware, and data on HD greater than 500 MB or appointments setup by the customer past the 1 business day.

Service request Turnaround Expectation (SR Ticket: Eg. SR2384)

Support Team (Owner workgroup) Any workgroup (Unless specified below) Deskside Characteristics A request placed to have work done (not a break/fix scenario) Install, Move, Add (IMAC) tickets. Service Restoration Target 7 Business days 1 business day for Campus/Remote sites. Depot sites that more than a 1 hour drive are 5 business days. 90% of tickets are completed in 2 business days. Does not apply to requests greater than 10. 90% of tickets are completed in 4 business days. Does not apply to requests greater than 10.

ID Admin (for Tier 1 IDs)

ID Admin (for Tier 2 IDs)

Creation of a new LAN, VPN and V21 IDs. Note: Break/Fix ticket for a user fits into the Sev 4 timeline on page 1 Creation of new UNIX, SGI, Mainframe, Telesales, DL, Blackberry, BES, AS400, AD Group, ICM, MG, DM. Note: Break/Fix ticket for a user fits into the Sev 4 timeline on page 1.