| Service Level |
Description |
Business Need |
Response Time |
Resolution Time |
| Urgent |
Dept. or Site Outage |
Dept. or Site Outage, system(s), network, application outage or problem - Major impact to business. Business need is immediate. |
Immediate 7X24 |
1-4 Hours(No parts required)1-3 Days(Parts required) |
| High |
Dept. or Site Impacted |
Dept. or Site Impacted, No work around. - Business Need is pressing. |
Immediate Business Hours. Best Effort After hours |
4-8 Hours(No parts required)1-3 Days(Parts required) |
| Medium |
Individual(s) Impacted (Single Function) |
Individual(s) impacted. Work around is available.- Customer's ability to perform job functions impeded- business is still functioning |
1 hour Business Hours |
1-2 Days(No parts required) 2-5 Days(Parts required) |
| Low |
New Service |
New Service Request or Software/Equipment Order- Not affecting dealerships/group's current ability to work. |
1 Business Day |
20 Business Days or by Scheduled Date |
