There are 5 levels of priorities the HelpDesk will assign to work orders. The response time is our goal to contact the customer and assess the problem. However, there are unforeseen circumstances that may effect our response time.
Work orders in the HelpDesk queue are listed in order based on these priority levels. Work orders are then placed in order within these priorities on a "first come, first serve" basis.
Classroom Rescue
Response within 15 minutes- A Smart Classroom is not running properly while a class is in session.
Emergency
Response within 2 business hours- A Smart Classroom is not running properly and no class is in session.
- Department or group wide incident - several customers are not able to accomplish work tasks because a system is down (i.e. server down, phone system failure).
High
Response within 1 business day- A single customer is not able to accomplish work tasks because their computer is inoperable (i.e. CPU, monitor, video card, keyboard, mouse, major OS failure).
- Network printer is not working.
Normal
Response within 5 business days- Non essential hardware component failure (i.e. disk drive, USB drive, speakers, etc. has failed).
- Computer is freezing or customer has to reboot regularly.
- New user and additional service requests.
- Computer is operational, but a particular software package has failed (i.e. GroupWise, Microsoft Office, etc.).
- Customer has a feature level question that cannot be immediately answered by a technician.
Low
Response is negotiated by the customer- Customer voices a concern that they indicate is not a priority.
