Maintain and support of server hardware and OS on the servers that host the DHCP application. NCS maintains the DHCP application itself.
Intended Audience: NCS
Availability: 24 x 7
Support: 24 x 7
Upstream/Downstream Dependencies (Internal use only): Upstream: machine room facilities, network, DNS.
|Response Hours||Definition||1st Tier||2nd Tier||Complete|
|1. Urgent ||Business cannot function without an immediate resolution of the problem.||1 Hour|
|2. High||Problem has immediate workaround but there is high probability business will be impacted.||4 Hours|
|3. Normal ||Question or issue not affecting the conduct of normal business.||3 Business Days|
|4. Limited|| |
After the first contact all further work will be estimated and scheduled as time permits.
|5. None || |
No assistance available, however, we may be able to direct to other resources.