Prioritization Levels

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