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Prioritization Level
Prioritization Level
Tags
sla
prioritization
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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Check out this article I found in the IT HelpZone knowledge base.<br /><br /><a href="https://emu.teamdynamix.com/TDClient/368/Portal/KB/ArticleDet?ID=9860">https://emu.teamdynamix.com/TDClient/368/Portal/KB/ArticleDet?ID=9860</a><br /><br />Prioritization Level<br /><br />Priority Levels Defined