Prioritization Level

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 in 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 installations

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
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