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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Attachment C: Problem Resolution Control

Severity Call ack Production Support Team Response on-Site/Pager Support Target Resolution Status Call
Priority 1 15 min 15 min/15 min 24 hours Every 2 hrs
Priority 2 15 min 15 min/60 min 1–2 business days Every 4 hrs
Major 15 min 15 min/Next business day 5–10 business days Every 4 hrs
Ordinary 15 min 1 day/Next business day Per agreed to plan Upon closure
Service Request 15 min 1 day/Next business day 2–5 business days Upon closure

These times are cumulative for incidents that are routed to the help desk.

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