Service Level Agreements for Requests Handled by the newly formed Help Desk
IET Services will always try to solve problems in the shortest time possible. The majority of requests will be answered in much less time than the maximum listed below. The following are the maximum time commitments and may vary depending on the nature of the request.
| Priority |
Description |
Target Time to Initial Response /Contact |
Time to Resolution |
1
Emergency |
Wide-Spread (department, division, building, campus) outage of network, email, internet, Admin Software, etc. |
15 Minutes |
Depends on Problem (As soon as feasibly possibly) |
2
Urgent |
Individual Outage of critical service, Wide-Spread degradation of Services,Critical Upgrade or Enhancement |
1 Hour |
8 Hours |
3
Pressing |
Individual degradation of service for critical application, Creation of New Accounts |
6 Hours |
32 Hours |
4
Normal |
General Requests, Individual outage/degradation of non-critical service/application, Problems that do not prohibit use of services in a normal matter, Information Request |
8 Hours |
120 Hours (5 Days) |
5
Low |
New PC Installations, Classified by user as low priority, Internal requests of a non-critical nature |
48 hours |
240 Hours (10 Days) |
| Short Term Project (10) |
Project that can be completed in approximately one month |
48 Hours |
|
| Long Term Project(11) |
Project that can be completed in approximately six months |
72 Hours |
|
| Extended Project (12) |
Project that can be completed in approximately one year |
72 Hours |
|
Unless otherwise specified, or Help Desk staff determines that problem needs to be escalated, the default Priority for all tickets is 4 (Normal).
Other Time constraints:
Pickup obsolete equipment from office: 120 Hours (5 Business Days)
Request for software media: 72 Hours
Escalation of Problem Requests:
If you feel that your request is not handled appropriately, please contact one of the following people:
Deron Thaxton, Executive Director, IET Services
David Wesse, Vice Chancellor for Finance and Administrative Services
Hours of Operation:
Monday – Friday from 7:45AM until 4:30PM.