The Network Manager is required to meet certain Service Levels on the overall availability of the network.

Additionally there are a further set of Service Levels based upon the helpdesk operation and customer service response times affecting Agency Users.

These Service Levels are as follows:

• 90% of all Help Desk telephone calls are answered within 10 seconds.
• 100% of all Help Desk telephone calls are answered within 60 seconds

Facsimiles and E-mails

Facsimiles received by the Help Desk are acknowledged within 5 minutes of receipt.  E-mails addressed to helpdesk@radnet.nsw.gov.au are acknowledged by return e-mail to the sender.

Problem Referral Follow-up Times

The HelpDesk will follow up referrals and advise the originator of the status of problem resolution as follows:

• Action carried out which has resolved the problem; or
• Proposed action and timetable to resolve the problem.

The referral follow-up response times are as follows:

• Category 1 problem: 99% within 15 minutes and 100% within 30 minutes
• Category 2 problem: 99% within 30 minutes and 100% within 60 minutes

Service Requests

Standard service requests will be processed within 8 hours.  Once the request has been processed the originator of the request will be notified in the following timeframes:

• 50% within eight (8) hours
• 100% within sixteen (16) hours

Requests for changes of priority during emergency operations will be completed as soon as practicable.