Establishment of Initial Priority for Service Requests


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Under normal operations, support will be given on a first-come, first-served basis and problems will be solved as soon as possible.  However, the following ranking scheme will be used to categorize all requests for assistance.  The contact and resolution times given below are the IT department’s general guidelines under normal circumstances.  During extraordinary situations, such as a natural disaster, prolonged power outage, or other catastrophic events, contact and resolution times may be longer.

Remember, typical IT office hours are from 8:00am until 5:00pm Monday through Friday.  Times listed below are during regular hours (i.e. the “timer” stops after 5:00pm and on weekends).

Establishment of Initial Priority for Service Requests.
Priority Description Contact Resolution
1 CRITICAL – all work on other jobs will cease.  Used for server/services down, user issue with sever time constraints, such as payroll and grades, major portion of network unavailable (such as lab, entire dorm, etc) Within 15 minutes 2 hours
2 HIGH – User with critical time problem, issues that need resolved to avoid system failure, computer lab (or other equipment) that is used by numerous people, Students on Service contract, Jobs that have been escalated 2 hours 8 hours
3 MEDIUM – Initial setting for all problems 12 hours 2 days
4 LOW – initial setting for all “projects” (not problems), ideas, suggestions, etc. No defined time No defined time
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