McLane Intelligent Solutions Service Levels 

 

Priority Level Technical Response Time Resolution Time 
1 – Emergency Response (365, 24×7) 30 minutes Less than 2 hours 
2 – Rapid Response (365, 24×7) 1 hour Less than 4 hours 
3 – Standard Response (Business hours)  1 business day Less than 2 business days 
4 – Minimal Impact/Enhancement 2 business days Less than 1 week 

 

Service Requests Service Level Achievement 95% 

McLane Intelligent Solutions will respond and resolve all requests.  The chart above lists our commitment to how quickly we will begin working on service requests as well as completing requests and providing completion summaries.  During any 30 day period our service team will achieve these levels 95% of the time.  The remaining service requests represent difficult, complex issues which require more time to resolve.  For incidents that go beyond the committed service levels we will provide a written or verbal update in a cadence matching the resolution time.  There are some conditions that are not under McLane Intelligent Solutions’ control and will not contribute to the elapsed time of the service level.  Examples of time that is not counted is when it is spent waiting for a response from the requestor, a dependent vendor or the waiting time for an appointment that was agreed to by both parties.  The following details the indications and examples of the different levels of priority.  

Priority 1 – Emergency Response:  

This is an interruption of services or access to systems deemed business-critical, which results in a complete business down situation, or a single critical system down with high financial impact.  This would cause multiple people to not be able to work because there is not a viable workaround.  Examples of this include voice services, email or internet connectivity and may be caused by a down firewall, server, email services or remote access not accessible for the entire organization.  

Priority 2 – Rapid Response 

In this senario a major companent of the clients ability to operate is affected, but some aspects of the business can continue.   Examples of this when a single server or application is down that is used by a department of multiple people or if a single person is completely down due loss of access to the network.  

Priority 3 – Standard Response 

The majority of service requests fall under this category and represent access or functionality which is affecting efficient operation of one or more people, but the client’s core business is unaffected.  Examples of these requests are an account not working, system slowness, file restores, file or folder access limitations, an individual doesn’t have access to a service or system such as printing or email.  

Priority 4 – Minimal Impact and/or Enhancement Request Response 

A request that does not represent any work stoppage. Examples of this are new hire account creations, security or distribution group creation or modification or general requests for information.