Customer Support
EVC Standard: 99% uptime is maintained for those servers identified
as key servers.
EVC
Standard: 95% of all critical server and network failures
are corrected within 2 hours (business day) or within 3 hours (nights and weekends).
Standard: 95% of all desktop computer problems are resolved within
8 hours for serverity 2 problems or within 3 days for normal severity 3 problems.
Standard: 95% of all new PC installs
and software upgrades are completed within 5 days.
Standard: Maintain a positive evaluation on 95% or more of all
desktop support visit customer feedback cards.
Activity: Total monthly calls received by Customer Support.
Activity: Total monthly Network/PC tickets and Voice/Network
wiring tickets generated.
Activity: Total monthly support tickets opened On-Line.
Activity: Total monthly Network/PC tickets closed using remote
support.