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The listed response timeframes are goals OIT trys tries to meet consistently during normal business hours. They are not intended as service guarantees. Often we will do better, but in times of peak support loads, response may take longer. The timeframes will help you know when to expect a return phone call from a Desktop Support staff member; problem resolution may take additional time. If you feel your request has not been responded to in a timely fashion, you may escalate your request by calling 949-824-2222. Ask for your issue to be escalated, and to be brought to the attention of a manager.
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- The request is received
- A ticket is generated and transferred to desktop support
- E-mail is sent notifying you that your ticket has been created
- A Desktop Support technician responds within the appropriate window
- Once the technician has resolved your issue, the ticket is closed
- E-mail is sent notifying you that your ticket has been closed.
Urgent - within 1 hour
Problem affects several people or interferes with important deadline.
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To avoid delays, we request that urgent
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requests be phoned into the Help Desk
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rather than e-mailed in.
Process:
With urgent tickets, the following additional steps are taken with a request
- The Help Desk staff who took the request contacts a Desktop Support technician directly.
- Help Desk updates the ticket indicating the Desktop Support person who is now responsible for the ticket
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- Multiple users are affected
- There is no workaround for the issue
- Caller has an immediate deadline or sensitive task
- Caller is giving a presentation and having problems
- Virus or security related issue
High - within 4 hours
Problem significantly impacts a client's ability to work.
We request high-priority issues be phoned into the Help Desk for quickest service.
Examples of High priority tickets:
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Medium - within 1 business day
There is a workaround to the problem or client can work on other tasks.
Medium-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.
Examples of Medium priority tickets:
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Low - within 2 business days
The problem does not represent an immediate disruption to business.
Lower-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.
Examples of Lower priority tickets:
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