Desktop Support Service Guidelines
iCIT's desktop support guidelines are based on established University IT standards for hardware, peripherals and software. Additionally, defined impact levels guide support staff in determining priorities when responding to service calls.
The definitions of various impact levels and the support service response to each impact level are outlined below to offer the user community a better understanding of what service can be expected from the iCIT support staff under a given circumstance.
Definitions of Impact Levels and Response Times
If you are experiencing a problem that interrupts normal operations, or would like to request service related to a university computer, please contact the Helpdesk (472-4357 or firstname.lastname@example.org). The Helpdesk will respond to the incident based upon its priority and impact.
The definition of each impact level and the support service response to each level is provided below:
|Level||Description||Example(s)||Response Target||Resolution Target|
|Impact Level 1||Multiple users are directly affected.(For example: servers, classrooms, and labs) No workaround solutions are available.||Loss of function has serious and immediate negative impact on teaching or critical administrative activities. Classroom presentation by faculty, or an administrative deadline falls into this category. Plus no temporary and workable alternative is available.||30 minutes||4 hours|
|Impact Level 2||Many users are impacted but able to work, though not as effectively. A temporary workaround is available.||
||1 hour||8 hours|
|Impact Level 3||The issue is limited to an individual and a workaround exists.||
||4 hours||1 week|
|Service Request||Requests for new hardware/software or other services.||Installing new software.||1 day||Varies by request|
Scope of Service
The Helpdesk and Desktop support staff will provide support for the university community on the basis of the established University Hardware and Software Standards and Desktop Support Guideline. To maximize university resources, user cooperation is critical for providing efficient and timely technical support. To clarify expectations, the services calls described below are above and beyond teh established levels of service, and represent inappropriate use of the university technical support resources. Additional service charges will be levied for:
- Repeated service calls resulting from installation and/or de-installation of university supported software by unauthorized persons.
- Repeated service calls resulting from the installation of unsupported software by unauthorized person.
- Repeated service calls resulting from installation and/or de-installation of hardware components by unauthorized persons.
- Repeated service calls resulting from tampering with the iCIT standard desktop setup, configuration, fixes, etc., by unauthorized persons.
"Unauthorized personnel" is defined as individuals who do not have the specifically delegated responsibility for performing IT support by a division, or college, department, or administrative unit.
In response to service calls cited above, Desktop Support Service will bill the caller on a per hour basis (30 minutes or more will be rounded to a full hour.) These provisions will be strictly enforced.