Service Impact Levels
Impact Level Definitions
| Level | Impact | description |
|---|---|---|
| 4 | Basic | Password change, Outlook setup |
| 3 | Minor | Usage of services is not seriously affected or questions about a specific feature |
| 2 | Major | The client cannot use important functions of services and is not at the normal level of productivity |
| 1 | Critical | The client cannot use services and is unable to do productive work |
Response Times
| Level | Assigned to rep | Rep. Response time | Resolution or update |
|---|---|---|---|
| 4 | Within 20 minutes | Within 1 hour | 4 hours |
| 3 | Within 20 minutes | Within 1 hour | 3 hours |
| 2 | Within 20 minutes | Within 1 hour | 2 hours |
| 1 | Within 20 minutes | Within 1 hour | 1 hours |
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