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In order for Desktop Support to serve our customers better, we prioritize requests for help. There are 4 priority levels (described below) which may be assigned to each request, based on 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 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 a Desktop Support staff member. If you feel your request has not been responded to in a timely fashion, please escalate your request by calling a Help Desk or Desktop manager.
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