DP Solutions' Service Desk is a point of escalation for clients when technology issues or questions arise. DP Solutions’ Service Desk is always available to enter and log service tickets for any client-related issues or requests.
Outlined below are DP Solutions' Service Desk support hours and the procedures for accessing support outside of normal business 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:
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 firstname.lastname@example.org 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||
|High / Urgent||
|Medium / Normal||
|Low / Cosmetic||
*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.