Priorities and Response Time
The IT Service Desk consists of lecturers and full time staff. The lecturers answer the phone and emails. They also go on office visits to assist faculty and staff with their technology issues. The full-time staff goes on office visits to assist faculty and staff, provide remote assistance and advise on equipment to purchase.
|Priority||Criteria||Response Time||Completion Time|
|Urgent||Affects more than five individuals; or is mission critical and there is no workaround available.
Examples: E-Mail services are not functional; network is not available; classroom computing technology is not functioning pending a class.
|Will call or page Support Specialist for immediate response.||Within 4 hours|
|High||Affects one to five individuals, no workaround available.
Example: Computer with critical data won't boot
|Within 4 hours||Within 1 working day|
|Medium||Affects fewer than five people, workarounds available.
Example: Can't check e-mail from one computer, but could use WebMail from another computer.
|Within 1 working day||Within 3 working days|
|Low||No affect on productivity, or unsupported software. A service request that does not require immediate attention or involves long range planning.
Examples: Monitor showing b/w instead of color. DVD player has no sound.
|Within 3 working days||Within 5 working days|
**The completion/response time is based on our normal business hours
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