Fix- This will relate to PC issues. Connectivity Issues etc... If new hardware or software is Medium/ required then will follow the Add/ Change Process Maintenance for exceptions. Add/ Change- Changes to permissions or Installation of New Software fall under this category. The ticket will be placed on hold when the software or hardware will need to be ordered. Then the ticket will be move into the exception Medium/ and time will begin when the software or Maintenance hardware is received. Anything that is not an issue with the customer Low working at the present time. PC Move- Will be defined as relocation of PC for existing customer to new desk or cubicle area. Time will be scheduled with the customer for IMAC setup of the pc to the new location. PC Swap- This must be completed with Data Transfer and PC Move Definitions. All documentation must be updated in AD and noted IMAC in the ticket.
Medium/ Maintenance Fix- This will relate to PC issues. Connectivity Issues etc... If new hardware or software is required then will follow the Add/ Change Process for exceptions. Medium/ Maintenance Add/ Change- Changes to permissions or Installation of New Software fall under this category. The ticket will be placed on hold when the software or hardware will need to be ordered. Then the ticket will be move into the exception and time will begin when the software or hardware is received. Low Anything that is not an issue with the customer working at the present time. IMAC PC Move- Will be defined as relocation of PC for existing customer to new desk or cubicle area. Time will be scheduled with the customer for setup of the pc to the new location. IMAC PC Swap- This must be completed with Data Transfer and PC Move Definitions. All documentation must be updated in AD and noted in the ticket.
Nerium_Desktop_Team_SLA.docx