Remote Support : TeamViewer TeamViewer is a lightweight remote support tool allowing EVOK technicians to remotely connect to your computer and assist you.
  Gold Contracts (Busines Critical)
Silver Contracts (Standard)
Type Priority Reaction Intervention Penalty for missed target by +2 h Penalty for missed target by +4 h Reaction Intervention Penalty for missed target by +4 h Penalty for missed target by +8 h
Incident Priority 1 Immediate 1 hour 2 hours 2h credit
3h credit 2 hours 4 hours 2h credit
3h credit
Incident Priority 2 High 2 hours 3 hours 1h credit 2h credit
4 hours 8 hours 1h credit
2h credit
Incident Priority 3 Medium 4 hours D+1     4 hours D+2    
Incident Priority 4 Low 8 hours D+2     D+1 D+4    
     
Request Priority 1
Immediate                
Request Priority 2 High 4 hours 8 hours     4 hours 8 hours    
Request Priority 3 Medium D+1 D+2     D+1 D+2    
Request Priority 4
Low D+2 D+15     D+2 D+15    

Incident priority

Priority 1 Incidents (Immediate)
  • All workers / employees on a site disconnected from network or incapable to connect to the corporate network and perform their job
  • VoIP PBX out of service / phone system outage
  • Any incident with direct impact on the company's main activity, affecting a complete site or a complete department
Priority 2 Incidents (High)
  • Server does not starts or is not accessible
  • Messaging server outage (hardware or software)
  • Switch or firewall does not works or is not accessible
  • Computer of a member of the top management is out of order
  • Network share is not accessible
Priority 3 Incidents (Normal)
  • Computer of an employee is out of order or disconnected from the network
  • Printer out of order or printer feature degraded
  • Remote access issues, VPN issues, webmail issues
  • E-mail issue for 1 employee or 1 computer only
  • Local application on a single desktop or laptop does not work or has issues
  • Slow internet or unreliability of the internet connexion
Priority 4 Incidents (Low)
  • Any incident impacting 1 single user or any incident that can be temporarily bypassed by a workaround solution
  • Any incident for which the customer clearly indicates that he does not require a quick resolution or any indident for which an intervention date has been scheduled in more than 2 days.

Request priotity

Request priority 1 (Immediate)
  • There are no immediate incidents.The highest level is 2 - High
Request priority 2(High)
  • Forgotten password
  • Rights modification on files or folders
  • Files restore from an image
  • VoIP (PBX) Configuration modification
  • Deleting an account (windows, VPN, LDAP)
Request priority 3(Normal)
  • Create a new user
  • Add a new computer in the domain
  • Add a new phone
  • Update installation
  • New application installation in a existant server or computer
  • Configuration of a printer
  • Backup modification or folder modification
  • Internal network structure modification (switches, firewall, LAN)
  • Internet connection modification
Request priority 4 (Low)
For every low priority a due date has to be definned with the client.
  • Any request for a modification or a minor change such as changing a logo on a letterhead, travel demand of a PC
  • Request for installation of a device not yet ordered
  • Any request that is reasonably foreseeable that it can not be resolved within less than a week
IT Services