Urgent

Helpdesk Response: Work until it is resolved.

• A campus wide service is slowed or stopped.

• A campus wide teaching/business process is stopped.

• A critical service is stopped in a localized area or an individual.

• An incident preventing teaching/business processes from happening in a localized area or for an individual.

Examples are

• Hardware failure

• Classroom technology issues

• Localized network connectivity issue

Medium

Helpdesk Response: Respond in 2-4 business hours. Resolve within 2 business days.

• A campus wide event, but a work around is available.

• A localized service is slowed significantly.

Examples are

• Password reset

• No dial tone

• Workstation locking up

• Space increase

Normal

Helpdesk Response: Respond in 4 business hours. Resolve within 5 business days.

• A localized or individual incident, but a work around is available.

• A service has been significantly slowed for an individual.

• Routine service requests

Examples are

• Print service interruptions

• File restorations

• New network accounts

• Software questions

• Consulting

Scheduled

Helpdesk Response: Respond in 4 business hours. Resolve on or by the date requested.

• Service requests for a specific date

• Hardware upgrades

• Software installation

Examples are:

• Office moves

• Computer upgrade

• Event support

• Equipment setups

• Training

Vendor Issues

Helpdesk Response: Respond in 4 business hours. Resolved by vendor.

• FrontRush

• Google Suite

• Jenzabar

• Libcal

• Maxient

• Medicat

• Navigate

• Panopto

• Qualtrics

• Rave

• SafeColleges

• Salesforce

• SPOL

• Teamwork

• Turnitin

• Zoom