Policies and Procedures

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Support Response Targets

As calls for service are received from end-users, they are classified by type and severity in order to ensure that proper resources are applied to problems. This is based on the impact to the user or the environment as a whole. The following list describes the types of problem classifications and target resolution times. The times are called “target” because the amount of problems reported can exceed available resources. These times are based on best-case goals for instances when resources are not already engaged, and are available for immediate dispatch.

“Problems” are classified as an event that requires intervention, with existing installed hardware or software that is either malfunctioning or inoperable and which is impeding one or more users from performing their functions.

For our purposes we have classified problems into three categories to reflect both the amount of impact to the user environment, and the level and speed of our response to the problems.

Severity 1

This is a problem that causes an outage to a group of users, a department, or floor, such that they are unable to perform their normal work functions, and for which there is no “acceptable” workaround, or for a single user who has a failure that prevents any use of the PC. For our purposes the determination of acceptability of an offered work around will be at the discretion of the affected users.

Response – Calls classified as Severity 1 will be responded to as follows:

  • Initial Contact from Technical Services or Application Support = 15 minutes from time of dispatch.
  • On-Scene Time = within one hour (within Pastoral Center)
  • Targeted time to Resolution = within eight business hours

Severity 2

This is a problem that causes an outage for one or more users, for which there is an acceptable workaround, or for which the user is able to continue working in an alternate method.

  • Response – Calls classified as Severity 2 will be responded to as follows:
  • Initial Contact from Technical Services or Application Support = Two Hours.
  • On-Scene Time = within four hours (within Pastoral Center)
  • Targeted time to Resolution = within 16 business hours

Severity 3

These are problems that do not involve impact to the work effort and for which an immediate response is not needed. IE: A user is having problems getting a document to print properly, and knows that the problem is related to margins, and has found a way to work around it, but would like someone to assist them adjusting their document to the specific printer.

  • Response – Calls classified as Severity 3 will be responded to as follows:
  • Initial Contact from Technical Services or Application Support = Eight hours from time of dispatch.
  • On-Scene Time = within 16 business hours (within Pastoral Center)
  • Targeted time to Resolution = within 24 business hours

Service Request

A “Service Request” is simply what its name implies, a “request for service”. Services that might be requested are such things as ordering hardware, installing hardware, moving hardware, and expanding networks or servers to meet new requirements. Other examples include: enrolling in training, requesting technical documentation, requesting a service enhancement or service modification. The easiest way to identify something that is a Service Request is that it involves a “request” but does not involve a “failure”.

Service Request Classifications

Service Requests fall into two categories of classification within Track-It. “ASAP (Service Request)” and “Scheduled (Service Request).”

ASAP (Service Request)

This would be a request to perform a service (move, add, install, order etc.) as soon as possible. The service target for “ASAP (Service Request)” is “best effort” at this time. This means that ALL problems take priority over Service Requests. However, the user must be contacted within eight business hours from time of dispatch and notified of our best estimate of when the service will be rendered. If time is of the essence, and pre-existing service requests preclude service delivery for something that is urgent to the user, the party responsible will offer the services of outside contractors to the user. The costs of any outside contractors for purposes of service requests are to be borne by the requesting department.

Scheduled (Service Request)

These requests are similar to the above but involve an agreement between the responsible party and the user on the date on which the service will be rendered. An example of this is the ordering and installation of new PCs. The initial call from the user to order the PCs would be classified as “Scheduled (Service Request)” since the service is not something that can be delivered immediately. Because PCs need to be ordered and delivered, and delivery of the PC will ultimately impact the user, a mutually agreeable time will need to be scheduled for the installer and the user.