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	We are committed to backing our promise of being the best oursourced IT service provider by putting it in writing. We offer service levels modeled after the industry best practices for IT support.

Service Levels

The Boston HelpDesk committs to a Service Level Agreement (SLA) which identifies the agreed upon services that will be provided by the Boston HelpDesk in order to insure that it is reliable, secure and available to meet the needs of the businesses we support.

Call Prioritization & Escalation

An important component is prioritizing all end user issues. This helps us to respond to our clients needs in a timely way that is appropriate for the level of service required.

Call Escalation

Some examples of the three priority classifications are as follows:

Mission Critical

• File and Application Servers down
• Mail and Groupware Servers down
• Mass Printing Devices down
• Network Storage Systems down
• Enterprise Database Application down
• LAN and WAN Connectivity down
• Remote and Internet Connectivity down
• Security and Virus Penetration

Any of these components may be considered higher priority if they are determined to have significant negative impact on business.

Mission Support

• Server Utilities inoperative
• Automated System Support inoperative
• Desktop PC inoperative
• Printing Devices inoperative
• Office Applications inoperative
• Secondary Applications inoperative
• Mission Critical System that is degraded

Tertiary Systems/Scheduled Support

• Hardware/Software upgrades
• Desktop Peripherals repairs/upgrades
• Tertiary Applications support
• Application Software Upgrades
• Operating System Service Packs
• Driver and Firmware upgrades

Reports

The Boston HelpDesk provides several regular reports to keep you informed on the health and status of your network systems and the activity of your end users. These reports are available to our clients through a secure online portal site. These reports include:

Proactive Maintenance Visit: Results of the Regular Proactive Maintenance visit with recommendations for preventative actions.

Monthly Open Work Orders: A summary report of all work orders opened for the past month and a status of their resolution.

Monthly Onsite Service Report: A detailed report documenting all work done for any on site visits that month.

Quarterly Audit Report: A detailed report of all workstations and servers in your organization that are covered in by Boston HelpDesk Service.