Metropolitan Areas

Non-Metropolitan Areas

Service Type

Call Received by Contractor*

Service Completed

Call Received by Contractor*

Service Completed

Standard Service

By noon CST/CDT business days

By noon CST/CDT next business day

By noon CST/CDT business days

By 3:00 P.M. CST/CDT next business day

Standard Service

By 3:00 P.M. CST/CDT business days

By 10:00 A.M. CST/CDT second  business day following

By 3:00 P.M. CST/CDT business days

By 1:00 P.M. CST/CDT second business day following

Expedited Service: Davidson & Contiguous Counties

By 3:00 P.M. CST/CDT business days

By/within later of 9:00 A.M. CST/CDT next business day or 6 business hours

N/A

N/A

Expedited Service: All Other Counties

By 3:00 P.M. CST/CDT business days

By/within later of 11:00 A.M. CST/CDT next business day or 8 business hours

By 3:00 P.M. CST/CDT business days

By/within later of 2:00 P.M. CST/CDT next business day or 10 business hours

7 X 24 Service: Data Center Davidson & Contiguous Counties

Between 7:00 A.M. and 4:30 P.M. CST/CDT business days

Within 4 clock hours

N/A

N/A

7 X 24 Service: Data Center Davidson & Contiguous Counties

All other times

Within 6 clock hours

N/A

N/A

For standard and expedited service, calls received by the Contractor after 3:00 P.M. CST/CDT will be considered received at 8:00 A.M. CST/CDT the next business day.

*The “time that the call is received by the Contractor” will be adjusted to the “time that information needed to diagnose the malfunction is provided by the Agency” when the Contractor

1. Attempts to contact the Agency within 1 hour of receiving notification of a malfunction, and  2. Is unable to secure this information from the Agency within 1 hour of the first attempt, and  3. Documents these events to the State within 2 hours.

On-site parts and labor warranty service is required on all server equipment for the greater of 48 months or the manufacturer’s warranty period.   The escalation period begins when the times identified in the “Service Completed” Columns, above, are reached without return of the failed equipment to operational status.