Support Policies

In order to serve clients optimally, tickets are prioritized based on their level of impact on our users. These priority ratings are assigned by the Help Desk when entering a ticket. We encourage users to indicate the urgency of their issue when making a request.

Generally, you can expect a call from a Desktop Support staff member within the listed timeframes, but please note that they do not constitute service guarantees. Often, we will respond faster than the times listed, but in times of exceptionally heavy demand, getting a response can take longer. Resolution of the problem will require additional time.

If you feel your request has not been responded to in a timely fashion, please call the Help Desk at x2222, and ask that your request be escalated.

Major - Urgent - within 2 hours

An major – urgent issue prevents multiple people from working, or jeopardizes the meeting of an important deadline. If your issue meets this description, we strongly recommend that you make your request by phone.

Examples of Major – Urgent tickets:

  • Multiple users have lost connection to network drives or printers and there are no alternatives.
  • A critical computer will not boot, and there is no alternate available.
  • The caller has an immediate deadline or time-critical task that has high financial risk or implications.
  • The caller is giving or attending a presentation and having issues. This includes web conferences.
  • The caller’s computer indicates that it has been infected with malicious software (Virus, Malware, Spyware).

Critical - within 8 hours

A critical priority issue is a problem that significantly impacts a client’s ability to work. To avoid delays, we suggest that requests be phoned into the Help Desk.

Examples of Critical priority tickets:

  • The office has lost access to network drives or printers.
  • Computers are down, but there is another computer that can be used.
  • The office cannot log in to a service.
  • Software issue jeopardizes the meeting of an important deadline.
  • Multiple people are unable to send or receive email.

High - within 1 business day

A high priority issue is a problem that significantly impacts a client’s ability to work. To avoid delays, we suggest that requests be phoned into the Help Desk.

Examples of High priority tickets:

  • The caller has lost access to network drives or printers.
  • A computer is down, but there is another computer that can be used.
  • Several people experience degraded performance to a service, but can can continue to work.
  • Software issues are preventing 10-250 people from working.
  • The caller is unable to send or receive email.

Moderate - within 2 business days

Moderate priority issues are problems that do not completely interfere with a client’s work. There is either a workaround, or the caller can focus on other tasks until the issue is resolved.

Examples of Moderate priority tickets:

  • One program or software suite is behaving erratically, but others are working correctly.
  • A printer is down, but other network printers can be utilized instead.
  • You are unable to access certain files, but you able to work on other projects.
  • Changes in access for a user (account creation, deletion, or access modification).

Routine - within 4 business days

Routine priority requests are either very minor issues, or requests that are not related to an immediate problem.

Examples of Lower priority tickets:

  • Setting up a computer for a caller who presently has one to work with.
  • Requests for software installation.
  • Equipment order requests.
  • Changes in file access permissions.