Service Metrics
Desktop Support
ITS will staff, during normal business hours, a
help desk for ASE users.
Also, ITS staff will be available off-hours (evenings
and weekends: Mon. through Fri. until 10 pm; Sat. 9am-10pm; Sun. 12pm-10pm), to provide desktop
support services to those departments that are open off-hours. This service
will be limited to support for problems falling into the Urgent or
Important categories as defined below.
To request desktop support service,
contact the help desk either by phone (617-627-5898) or email
(helpdesk@ase.tufts.edu).
For after hours support, please call 617-627-5898.
Desktop support service requests will be categorized as follows:
| Nature |
Examples |
Response |
|
Urgent |
Problems that affect
departments/buildings |
same business day |
|
Important |
Problems that prevent a
user from performing job responsibilities |
1 business day |
|
Normal |
Problems that delay or
inconvenience a user |
2 business days |
| Low |
Problems associated with
using features of an application or software product |
4 business days |
Note: ITS will attempt to return a user's call at least one time per day for
three consecutive business days in an effort to reach them leaving voice
messages when possible. After the 3rd attempt, a 4th and final call will be
made AND an email sent notifying the user that the call has been closed. At
that point, the user must contact ITS to open a new call if any problems still
exists.
|