When the client raises a support incident with Typetec, or when Typetec detects an issue with a clients equipment. Typetec will respond in a timely fashion. In all cases, Typetec will make its best efforts to resolve the problems quickly with respect to the impact on the clients business.
Severity
Critical
High
Medium
Low
Description/Business Impact
A security breach or suspected breach of any system. An incident causing complete loss of functionality impacting multiple staff, entire business systems or an entire site.
Normal business functions can continue but at a reduced or restricted rate. An incident causing partial loss of critical functionality or which significantly reduces the performance of the critical functionality.
An incident affecting non-critical functionality or personnel. No significant impact is felt by the business; however, individuals may be inconvenienced.
An incident affecting non-critical functionality with little or no impact on staff or business process.
Example
Nobody can send or receive emails (everyone is affected, and a major business process is stopped)
Internet access for the whole company seems slower than usual (everyone is affected, and efficiency is degraded)
After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you're the only person affected).
Severity
Critical
Description/Business Impact
A security breach or suspected breach of any system. An incident causing complete loss of functionality impacting multiple staff, entire business systems or an entire site.
Example
Nobody can send or receive emails (everyone is affected, and a major business process is stopped)
Severity
High
Description/Business Impact
Normal business functions can continue but at a reduced or restricted rate. An incident causing partial loss of critical functionality or which significantly reduces the performance of the critical functionality.
Example
Internet access for the whole company seems slower than usual (everyone is affected, and efficiency is degraded)
Severity
Medium
Description/Business Impact
An incident affecting non-critical functionality or personnel. No significant impact is felt by the business; however, individuals may be inconvenienced.
Example
After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
Severity
Medium
Description/Business Impact
An incident affecting non-critical functionality or personnel. No significant impact is felt by the business; however, individuals may be inconvenienced.
Example
After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
Severity
Low
Description/Business Impact
An incident affecting non-critical functionality with little or no impact on staff or business process.
Example
Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you're the only person affected).
Managed Service Contract
Critical
Target Response
30 mins
Target Resolution
4 hours
Managed Service Contract
High
Target Response
30 mins
Target Resolution
8 hours
Managed Service Contract
High
Target Response
2 hours
Target Resolution
16 hours
Managed Service Contract
High
Target Response
4 hours
Target Resolution
16 hours
Managed Service Contract
High
Target Response
95%
Target Resolution
85%
