Prioritization of Requests
*Please note that 'response' does not mean the issue will be resolved, only that you will be contacted by the tech assigned to your request.
Priority 1 - A problem affecting multiple users or the integrity of the network. Immediate response.
A very high priority, such as an infrastructure problem, or the severe degradation or inaccessibility of any of the following: a server, network application, router, hub, switch, etc.
Priority 2 - The customer's work is severely impacted. Immediate response.
A high priority, but less than priority 1 because multiple users are not affected. Such as a PC down and user cannot perform job without it, computer assistance needed during a presentation/class, critical files need to be restored, user can't connect to network, etc. The key to this one is "severely impacted." A user could have one of these situations but not be severely impacted, which would cause it's priority to be a 3 instead of a 2. When in doubt, we will err on the side of assigning a higher priority.
Priority 3 - A request that can be scheduled.
Such as a request to install additional software or upgrades to software, report of a problem but the user is able to continue working, entire department moving, install additional hardware, departmental hardware assessments, annual maintenance, equipment moves to surplus, equipment cleaning, etc.
Priority 4 - A low priority request.
Such as assistance with screen savers, support of stand alone equipment, support involving unsupported applications.
