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Location of Service Required


Contact Information


Priority Level

Priority Level

Description

Response

Level 3 - Normal

Functionality is reduced but business operations continue. Includes routine changes and repairs.

A Premise One technician, engineer, or scheduler contacts the client to schedule technical support or on-site service, generally within 1-2 business days.

Level 2 - Urgent

One or more important business processes are seriously degraded.

A Premise One technician, engineer, or scheduler contacts the client within 3 hours during business hours. Both the client and Premise One prioritize the request over all normal tasks during business hours. Any conflicting requests and projects are pre-empted and rescheduled. Additional charges may apply.

Level 1 - Emergency

Major system outages. Mission-critical business functions cannot be performed.

A Premise One technician, engineer, or scheduler contacts the client within 3 hours. Both the client and Premise One commit all necessary resources 24x365 until the problem is resolved. All lower priority work is preempted and rescheduled. Additional charges may apply.

Affected Systems

Physical Infrastructure including Structured Cabling, Outside Plant, Electrical & UPS Systems
Network Equipment, IP Telephony, Servers, Desktops
Security Systems including Intrusion/Burglary & Fire Alarms, Access Control, Video Surveillance
Special Systems including Overhead Paging, Intercoms, Audio Systems, Broadband Video and Private Cable Television, Audio/Visual Systems, non-IP Telephony (TDM)

Problem Description