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