Incident resolution and request fulfillment are not exact sciences, yet customers need to know what to expect.

Incidents

Every incident is given an estimated resolution time based upon its impact on core business and its urgency for resolution.

• Red: Beyond estimated time, with no communication to customer
• Yellow: Beyond estimated time, with communication to customer
• Green: By estimated time

Service Requests

Every service request is given an estimated completion date based on previous experiences and standard service intervals.

• Red: Beyond estimated date
• Yellow: By estimated date
• Green: By requested date