SLA – Service Level Agreement

Our SLA sets forth the response guidelines that we follow and track when you place a service ticket:

 Critical

  • First Contact – You will be contacted by a BIZFORCE Technician within 1 business hour of ticket creation
  • Resolution – If your issue is not resolved within 4 business hours of ticket creation, a Resolution Plan will be submitted to you at that time.

High

  • First Contact – You will be contacted by a BIZFORCE Technician within 2 business hours of ticket creation
  • Resolution – If your issue is not resolved within 8 business hours of ticket creation, a Resolution Plan will be submitted to you at that time.

Medium

  • First Contact – You will be contacted by a BIZFORCE Technician within 4 business hours of ticket creation
  • Resolution – If your issue is not resolved within 2 business days of ticket creation, a Resolution Plan will be submitted to you at that time.

Low

  • First Contact – You will be contacted by a BIZFORCE Technician within 8 business hours of ticket creation
  • Resolution – If your issue is not resolved within 4 business days of ticket creation, a Resolution Plan will be submitted to you at that time.

When Able

  • First Contact – You will be contacted by a BIZFORCE Technician within 8 business hours of ticket creation.
  • Resolution at the service provider’s leisure.

Undetermined

  • First Contact – You will be contacted by a BIZFORCE Technician within 8 business hours of ticket creation.
  • Work together to determine priority.

Service Level Agreement response times are guidelines and are on a best effort basis.

Contract customers receive response priority. Given this priority, support requests will be responded to in the order they are received.

The business hour clock is confined to your standard response hours as defined by your agreement.

  • Example:  For Regular Business Hours – Ticket is placed at 4:30 pm. 1 hour time frame ends at 8:30 am the next business day.