Response & Resolution Times

Initial Response

Time of Day Expected Elapsed Time
8:30-6:30 pm
Monday – Friday (excludes holidays)
immediate to 30 minutes
24×7 on-call
(includes nights, weekends and holidays)
immediate to 2 hours

Active Resolution

Type of Issue Expected Elapsed Time
quick fix (under 10 min required to resolve) immediate
network-wide work stoppage immediate to 2 hours
individual work stoppage immediate to 4 hours
non-work stoppage and moves, adds or changes 2 to 3 days
accelerated response as needed upon request(double hourly rate)