S e r v i c e B u r e a u |
| iFace is completing a state of the art Service Bureau located in Kendall Park, NJ, equipped with UPS, an on-site generator, and network connectivity via multiple DS3 carriers with future plans for OC12 connectivity. |
Operational Support |
- 12 X 5 Customer Care Access
|
Severity 1 Outages |
Severity 2 Outages |
Severity 3 Outages |
Complete Outage,
No Services Functional |
Service Impaired |
Particular Function Outage
All other Services Functional |
- Off-hour Pager Support
- 60 minute response time
- 60 minute notifications
- 4 hour MTTR
|
- Off-hour Pager Support
- 60 minute response time
- 60 minute notifications
- 4 hour MTTR
|
- Off-hour Pager Support
- 1 day response time
- 1 day notifications
- 3 day 10 day MTTR
|
Systems Administration |
- 8 X 5 Customer Care Access
- Daily data back-ups
- Rate Table Changes (One Business Day Turnaround)
- Configuration Changes (One Business Day Turnaround)
- Modification (One Business Day Turnaround)
|
Project Management |
- Customers Advocate
- Engineering Support
- Dedicated for duration of implementation effort
- Change management
|
