Requests for support will be fulfilled on priorities (Critical, High, Medium, Normal) which are determined by urgency and level of impact.
Response is defined as a “good faith” effort to communicate with the customer using the contact information provided by that customer. Response may be via phone or voice mail, e-mail, or personal visit.
Service Level response times to service requests are measured once a request is submitted via email to our ticketing and issue tracking system. Other forms of contact may affect the ability of ITS to meet the requests in a timely fashion. Examples include: Direct emails to individual support personnel, Direct phone calls to individual support personnel.
Status Definitions with Initial Response Times
Critical – Within 1 business hour: Catastrophic inability to complete job duties. Example: computer does not turn on or boot up properly.
High – Within 3 business hours: Loss of a major job duty. Example: E-mail not working, not connected to internet, inability to print at all. VoIP (basic) not working, no phone service. Example: cannot receive incoming calls and cannot make outgoing calls.
Medium – Within 7 business hours: There is a problem to be solved, but customer is still functional and has other options Example: Desktop printer is not working, but customer has access to departmental printers. VoIP (basic) phone working but voice mail not working.
Normal – Within 1 business day: General request for machine setup reformat or other tasks that are not time sensitive. Example: User needs help but will not be available until a few days later. General requests for VoIP (basic), such as, feature changes, phone relocation, adding/changing service, and new phone.
Issues that cannot be resolved remotely or over the phone will be escalated to the IT support team assigned to the site.
