Allied Help Desk Service Level Agreement (SLA)

Contact Information
Email: helpdesk@alliedbenefit.com
Phone: 312-261-9302
Response to Customer (RTC)
Critical 30 minutes (WAN) Wide Area Network/(LAN) and Local Area Network outages, issue(s)
affecting multiple users, system(s) down.
High 1 hour Executive requests, Customer Service staff issues, database and QicLink
issues, account lockouts, application access issues.
Medium 4 hours Software installation, functionality issues.
Low 8 hours New/replacement hardware and software requests, move requests.
Time to Close (TTC)
<2 Days All tickets must be closed as soon as possible not to exceed 2 business days.
Any ticket that must remain open for more than 2 days must have a valid
>2 Days
business case. i.e. lack of response, waiting on parts etc.
Any ticket that must remain open for more than 7 days must be approved
by the manager of IT Support Services along with a valid business case, e.g.
>7 Days
training class scheduled in the future, backordered parts, project work,
waiting on third party vendor support, etc.
Help Desk Hours and Support Levels
Standard Support Monday thru Friday 7:00 AM– 6:30 PM
After hours support requests must be submitted using the help desk phone
number. The on-call helpdesk technician will address calls that fall in
After Hours Support critical and high categories only and follows same RTC as listed above. This
includes account lockouts and application access issues during working
hours.