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 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. 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, call 949-824-2222 and ask for your ticket to be escalated, and to be brought to the attention of a manager.
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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 e-mail to oit@uci.edu.
Examples of Medium priority tickets:
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