Technical Response Times for Related Issues
Emergency:
- Issue(s): Restore of data, server outages
- Response: Within 1 hour of request.
Same Day:
- Issue(s): Failed backups. Specifically for backups not committing any data.
- Response: By 3:00pm the same day as the request, or for requests after 3:00pm, before the backup is scheduled to run again.
Non-Emergency:
- Issue(s): Retention changes, training/review, requests for reports, backup warnings and errors review (backup committing data and completing), setting up new backups, and all other non-service impacting requests.
- Response: Within 3 business days.