Ticket priority - Rationale
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Background
To optimally serve clients, OIT prioritizes desktop support requests based on the the client's assessment of urgency and the disruption to University business .
Response Time - Guidelines (Normal Business Hour Response Times)
The time frames defined below are goals we try to meet consistently. Often we can do better. However, they caused by problems being reported. This document describes the four priority levels OIT assigns to requests.
The listed response timeframes are goals OIT trys to meet consistently during normal business hours. They are not intended as service guarantees. Response time represents the time it should take from the moment you receive an automated e-mail from our ticketing system until you are contacted by 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. If ; problem resolution may take additional time. If you feel your request has not been responded to in a timely fashion, please you may escalate your request by calling a Help Desk or Desktop 949-824-2222. Ask for your issue to be escalated, and to be brought to the attention of a manager.
Request Response Process
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