Boston IVF SLAs for Helpdesk

Operating Hours: M-F 7am-5pm and 24/7 coverage for critical system issues.

Scope: Troubleshooting and resolution of hardware, software, and network issues for internal employees.

First Response Time:

Initial Ticket Response: 1 hour acknowledgment or response to all new tickets.

Resolution Time:

Critical: Resolution within 4 hours. Depending on impact on individuals or organization. (Network Problem, Password Issue).

High: Resolution within 6 hours. (Computer Problem, Incident Response, Remote Desktop, Security).

Medium: Resolution within 1 business day. (Artemis, Change or Update user, eFax or Faxing, eIVF, Equipment Problem, File Access or Issue, FileMaker, ID Badge/Site Access, Other, Ring Central, Salesforce, Travel, WinMed, Zoom).

Low: Resolution within 2 business days. ( Business Continuity, New Equipment Request, New User, Terminate User).