Ticket
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priority - Rationale
- 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 the severity of disruption to University business.
Response Time - Guidelines
- 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
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- 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.
Request Response Process
- 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.
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