NetHelp Service Agreement

• An acknowledgment to the user and/or the department DSA is made within thirty minutes after the service request is logged into our incident tracking system.
• When possible, we will provide you with answers or solutions at the time of first contact. Most problems are resolved within 4 hours.
• If the problem is not caused by network services supported by ESO (e.g., UIS functionality), the user will be informed which department/vendor is the appropriate support contact.
• NetHelp tickets are prioritized upon receipt based on the severity of impact on users, availability of a workaround solution, and/or support available as determined by the NetHelp Support Team.
• Once the problem has been assessed and diagnosed, the user is notified of the resolution or current status of the problem.
• If a resolution cannot be achieved within one business day, or involves other departments and/or vendors, the user is notified of the situation. An estimated time-to-resolution is then provided.
• More complex issues with hardware, software, network access, and other computer-related problems may require more time and resources to resolve, and are escalated by support staff.
• The NetHelp Support Team will keep the user informed of any progress made including escalations, testing or implementation of any workaround solutions, and their potential impact (if any).
• Every attempt will be made to resolve the situation and restore normal service operations as quickly as possible.