Service Level Targets

(Effective: December 19, 2006)

Full Support:

• 1st contact from Technical Assistance Center:
  Severity 1 – 3: immediate to 15 minutes via updated messages on the main Help Desk phone number during regular operating hours
  Severity 4 – 7: within 2 hours via phone and 4 hours via e-mail, during regular operating hours
  
• Troubleshooting / resolution* on a priority basis:
  Severity 1: Institute or campus-wide outage: 2 hours or less
  Severity 2: Building outage: 3 hours or less
  Severity 3: Classroom or departmental / work group outage: 4 hours or less
  Severity 4: Single client outage: 1 working day (to point of temporary or permanent workaround)
  Severity 5: Single client has partial outage with workaround: 3 working days
  Severity 6: Single client has minor problem: 1 week
  Severity 7: Service request for new work: scheduled as per estimated service request turnaround times Service Request Time Estimates
  

• * Note – Troubleshooting and resolution will be coordinated by the Center and dispatched to the appropriate BIT service support group.

Limited Support

• 1st contact from Technical Assistance Center within one working day
• All further work will be estimated and scheduled as time permits

No Support

• 1st contact from Technical Assistance Center within one working day
• No assistance available. However, the Help Desk may be able to direct you to other resources