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(Tier 2 and 3 support and problem resolution)
Severity[1] | Customer Impact | Customer Response | Resolution |
---|---|---|---|
Code 0 — Classroom response | Information technology, telecommunications, or multimedia failures that immediately impact classroom delivery | Immediate[2] | ASAP |
Code 1 — Catastrophic | Global campus service halted Notify: Customer Services director within 15 minutes | Within 30 minutes | ASAP |
Code 2 — Urgent | Subset of campus impacted Notify: Customer Services manager or ResNet manager within 15 minutes | Within 60 minutes | ASAP |
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 | N/A | 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. |
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