Service Metrics
Desktop Support
ITS will staff with students, during normal business hours, a help desk for A&S.
ITS staff will be available off-hours (evenings and
weekends- m-f till 10 p.m, 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, email, or by using the web based form for
requesting such service. An ITS Information Analyst will provide service as
outlined below.
Desktop support service requests will be categorized as follows:
| Nature |
Examples |
Response |
|
Urgent |
Problems that affect
departments/buildings |
Level 1 - same day
Level 2 - 2 day
Level 3 - n/a |
|
Important |
Problems that prevent a
user from performing job responsibilities |
Level 1 - next day
Level 2 - 2 day
Level 3 - n/a |
|
Normal |
Problems that delay or
inconvenience a user |
Level 1 - 2 day
Level 2 - 3 day
Level 3 - n/a |
| Low |
Problems associated with
using features of an application or software product |
Level 1 - 4 day
Level 2 - n/a
Level 3 - n/a |
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.
|