{"id":1296,"date":"2009-09-18T13:10:58","date_gmt":"2009-09-18T17:10:58","guid":{"rendered":"https:\/\/www.bu.edu\/eso\/?page_id=1296"},"modified":"2009-10-07T15:13:40","modified_gmt":"2009-10-07T19:13:40","slug":"nethelp-service-agreement","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/eso\/help-support\/nethelp\/nethelp-service-agreement\/","title":{"rendered":"NetHelp Service Agreement"},"content":{"rendered":"<ul>\n<li>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.<\/li>\n<li>When possible, we will provide you with answers or solutions at the time of first contact. Most problems are resolved within 4 hours.<\/li>\n<li>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.<\/li>\n<li>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.<\/li>\n<li>Once the problem has been assessed and diagnosed, the user is notified of the resolution or current status of the problem.<\/li>\n<li>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.<\/li>\n<li>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.<\/li>\n<li>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).<\/li>\n<li>Every attempt will be made to resolve the situation and restore normal service operations as quickly as possible.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1187,"featured_media":0,"parent":90,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/pages\/1296"}],"collection":[{"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/users\/1187"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/comments?post=1296"}],"version-history":[{"count":11,"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/pages\/1296\/revisions"}],"predecessor-version":[{"id":1304,"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/pages\/1296\/revisions\/1304"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/pages\/90"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/eso\/wp-json\/wp\/v2\/media?parent=1296"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}