Our IT Services - General Service Level Agreement Partners

Thank you for being a valued customer and partner.  We will treat all customer questions, requests and issues as fast as possible.  Below outlines our response times to customer inquiries and requests for support.  We request that our customers please submit their support request using our online portal and clicking the button “Create Easy Ticket Request”; we do understand that not everyone has the availability to submit a ticket through our portal, in this case please email or call our support desk directly at support@dkdouglasconsulting.com or 615.610.8252.  Self help documentation is available at https://support.dkdouglasconsulting.com/

Our Service Level Agreement applies to all customers with an active Master Consulting Agreement in place.  DKDouglas Consulting cannot provide support to customers who do not have a Master Consulting Agreement.

Low Priority Tickets

Low Priority Problems do not significantly impact the customer’s users, and considered non-business critical request or questions which include adding, removing, or modifying licenses, and service-related questions. 

  • DKDouglas Consulting staff will start working on your request within 24 business hours, Monday - Friday.
  • We will strive to resolve your issue within 48 business hours.

Medium Priority Tickets

Medium Priority Problems impact the service of one primary user or secondary users.  technical support where a single user or group of users need hardware or software assistance, where the hardware or software is still available and usable to the end user, but not working as expected or desired.

  • DKDouglas Consulting staff will start working on your request within 1 business hours, Monday - Friday.
  • We will strive to resolve your issue within 24 business hours.

High Priority Tickets

High Priority Problems impact the service of group of users within a Branch, a division or a department.

  • DKDouglas Consulting staff will start working on your request within .5 business hours, Monday - Friday.
  • We will strive to resolve your issue within 24 business hours.

Critical Priority Tickets

Critical Priority Problems are defined as requests for technical support where an entire site need hardware or software assistance, where the entire location is unable to work working and the user or DKDouglas Consulting does not have a work-around.  Service disruptions to Web Hosting, ISP Connectivity would be considered Critical Priority.  If you have a critical Priority Ticket, you should call our support line at 615.610.8252 immediately.

  • DKDouglas Consulting staff will start working on your request within .25 business hours, Monday – Friday, and within 1 hour on Saturday and Sunday between 7 am – 10 pm.
  • We will strive to resolve your issue within 10 business hours.

General Terms and Conditions

  • Overtime rates still apply for any ticket where work is done between 6 p.m. and 8 a.m., Monday – Friday, and all-day Saturday – Sunday.
  • Issue resolution times are calculated from when a technician marks your service request to in progress, until it is marked closed, minus any time the ticket is put on hold.
  • If a ticket is “Waiting Customer Response” for more than 2 business days, the ticket will be closed.