Support Service Levels

 < Day Day Up > 

(Tier 2 and 3 support and problem resolution)

Support Service Levels and Response Time According to Level of Severity


Customer Impact

Customer Response


Code 0 — Classroom response

Information technology, telecommunications, or multimedia failures that immediately impact classroom delivery



Code 1 — Catastrophic

Global campus service halted

Notify: Customer Services director within 15 minutes

Within 30 minutes


Code 2 — Urgent

Subset of campus impacted

Notify: Customer Services manager or ResNet manager within 15 minutes

Within 60 minutes


Code 3 — Important

Individual impacted

Within 4 hours

24 hours

Code 4 — Non-critical

Scheduled/planned work Informational only

72 hours' notice at a minimum

As scheduled

Code 5 — Other

Maintenance of IT systems and tools


As time allows

Note: For action leading to problem resolution to occur, the problem must be called in to the Computer Help Line (xxx-xxx-HELP).

[1].Severity is as determined by the computer help line/ITCS and the customer.

[2].At the present time, Campus Media Services fields all classroom calls and either dispatches one of its own personnel or works with the ITCS to respond to faculty needs.

 < Day Day Up > 

The Hands-On Project Office(c) Guaranteeing ROI and On-Time Delivery
E-Commerce Security: Advice from Experts (IT Solutions series)
EAN: 2147483647
Year: 2006
Pages: 132 © 2008-2017.
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