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Scope
Technology support services are provided through our Service Desk. This support team is committed to delivering high quality customer service and support to all clients. To ensure the best possible support, we provide this Service Level Agreement (SLA) outlining specific software, services, and responsibilities provided by the Service Desk.

Note: This service level agreement is subject to modifications in response to changes in technology services and support needs.

Hours of Operation for Service Desk
The Service Desk services are available between the hours of 7:00am and 6:00pm EST, Monday through Friday.

After Hours Support
After hours support is provided by the Service Desk. Calls after 6:00pm and before 7:00am Monday through Friday, as well as the weekends, are forwarded to the on-call technician via phone and email. The on-call technician has a fifteen minute turnaround to return your call. After hours support is limited to Emergency issues only.

Note: The Service Desk is not staffed 24x7. This means that email requests and tickets assigned to the Service Desk over the weekend will not be acknowledged until the next business day. Additionally, the Service Desk will be unavailable during major US holidays. This includes after hours support. The holiday schedule is available for download from the Client Portal.

Requesting Assistance/Service
Service Desk services can be accessed in the following ways:
• Phone: the Service Desk can be reached at 781-871-0709
• Email: email requests can be made to help@anetworks.net
• Tickets: submission from connect.anetworks.net Client Portal

Processing of Requests

Phone
A ticket will be created for each call received by the Service Desk.
When a call is received by the Service Desk, the call will be answered by a Level 1 technician. If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue. If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call. The Level 1 technician will then place the ticket in the Service Desk ticket queue where it will be assigned to a Level 2 technician by the Service Desk Team Lead. If the problem cannot be handled remotely, the Level 2 technician notifies the Dispatcher and an engineer is dispatched to your location.

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