After Hours Service Desk Support Procedures

Service Desk Support Hours:
Coverage Timetable	Service Availability	Ticket Severity Levels Serviced
Normal Business Hours	Monday - Friday, 6:00am - 10:00pm	Critical / High / Medium / Low
After Normal Business Hours	Monday - Friday, 10:00pm - 6:00am	Critical / High
Weekend Hours	Friday, 10:00pm - Monday, 6:00am	Critical / High
Holidays	New Years' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve	Critical

**See Below for Service Desk Ticket Severity Response Times & Ticket Severity Level Descriptions

After Hours Contact Information:

410-720-1220

Calling the Service Desk Outside of Normal Business Hours

All after hours service requests should be made to the Service Desk Line: 410-720-1220. After normal business hours and during weekend hours, you will be prompted to leave a detailed recorded voice message* that will immediately be dispatched to an on-call engineer who will then get back to you.

*New Procedure (as of May 15, 2023):

Clients calling in for support after normal business hours will now be prompted to leave a recorded voice message rather than speaking with an answering service as was previously done.

Please include in your voice message all necessary information:

Name, Company Name
Phone number to best reach you
Location
Timing constraint on the ticket or urgency level
Brief description of the issue

As stated above, after you leave a voice message, your call will be dispatched to an on-call engineer, who will get back to you based on the urgency and severity of the ticket. Response and escalation time for critical and urgent issues called in outside of normal business hours is up to 30 minutes.

Emailing the Service Desk:

If you need assistance but would prefer to schedule a time for someone to help you, we recommend sending an email to help@dpsolutions.com and including all pertinent details related to your issue. Emails will be responded to by the next business day for scheduling. If you need immediate assistance, please use the Service Desk Phone Number: 410-720-1220.

Service Desk Ticket Severity Response Time Matrix:

Ticket Severity	Response Time	Escalation Time
Critical / Emergency	Immediate*	Immediate*
High / Urgent	30 Minutes	30 Minutes
Medium / Normal	2 Normal Business Hours	4 Normal Business Hours
Low / Cosmetic	8 Normal Business Hours	8 Normal Business Hours

*Response time & escalation after normal business hours is up to 30 minutes. All other times listed above are unaffected after Normal Business Hours.

Service Desk Ticket Severity Descriptions:

Ticket Severity	Service Desk Ticket Type General Descriptions*
Critical / Emergency	Issue and/or system alert requiring “emergency” resolution affecting the entire organization or an individual. Issue and/or system alert related to service outages, enterprise application not functioning, cyber-security incidents, and may include anything IT-related critical to business operations as designated by the client’s organization. Request and/or issue from/for a Key Employee/System that is “high” priority automatically becomes a “critical” priority.
High / Urgent	Request and/or issue requiring “escalated” response affecting the entire organization or an individual. Request and/or issue related to service interruptions, enterprise application errors, networked computers, network devices, end-user devices, cyber-security concerns, and may include anything IT-related requiring urgent attention. Request and/or issue from/for a Key Employee/System that is “medium” priority automatically becomes a “high” priority.
Medium / Normal	Request and/or issue submitted or call requiring “standard” response affecting the entire organization or an individual. Request and/or issue related to service interruptions, enterprise application errors, end-user devices, cyber-security concerns, and anything IT-related requiring normal resolution affecting an individual or the entire organization. Request and/or issue from/for a Key Employee/System that is “low” priority automatically becomes a “medium” priority.
Low / Cosmetic	Request and/or issue submitted requiring “non-urgent” response and resolution affecting an individual. Request and/or issue related to any non-essential IT-related services, hardware, software, systems, connected devices that do not affect an individual’s general productivity and/or the organization’s normal business operations. Request and/or issue from/for a Key Employee/System that is “low” priority automatically becomes a “medium” priority.

*The Service Desk Ticket Severity Descriptions listed above are generic descriptions. DPS customers and their staff determine and dictate the severity of any issue or request.

AFTER HOURS SERVICE DESK SUPPORT

How clients can access DP Solutions tech support outside of normal business hours

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