Ticket Priorities and Service Level Agreements
4911: Academic classroom issues (4911 calls). This is an immediate response issue. The ITS Service Center will use the defined call tree to contact the first support person available and they will respond to the problem immediately.
Priority 1: A service failure affecting a large group of people. Notify the technician immediately. During library open hours this priority has a 30 minute response time*; a technician will contact the customer within 30 minutes to let them know we are working on the issue. The IT Service Center Manager will also be notified of the issue.
When the IT Service Center or library is closed this priority has a best effort response time. After hours physical facility issues (electrical power outages, water leaks etc) should be reported to Physical Plant at x4200 or x4205. After hours security issues should be reported to DPS at x4176 or by dialing 911.
Priority 2: Services are degraded for a smaller group of people or have failed for an individual. This priority has a 4 hour response time*. Notify a technician during 8am-5pm business hours on weekdays. A technician will contact the customer within 4 hours to let them know we are working on the issue.
Priority 3: A non-critical request for current services. This could be a request for a non-critical repair (a CDROM drive has failed) or a request for a software upgrade. This priority has an 8 hour response time*. A technician will contact the customer within 8 hours to let them know we are working on the issue.
Priority 4: A request for new services, training or a general information inquiry. This priority has a 16 hour response time*. A technician will contact the customer within 16 hours to let them know we are working on the issue.
*Response time is by business hours. Example: A priority 3 issue is reported at 4:00pm on Friday, a technician has until 3:00pm on Monday to respond.