UTS16

Service Timeline Targets

Report an Issue to the Technology HelpDesk
The goal of the Technology HelpDesk is to facilitate the restoration of normal operational service with minimal impact on faculty, staff, and students within our published priority definitions, response times and resolution targets.  Visit the Technology HelpDesk website for information about how to request assistance and what the Technology HelpDesk hours of operation are.

Issue Prioritization
To balance our support throughout campus and provide valuable technical services, we use the following definitions when assigning support personnel to requests. Based on these definitions, each service request is prioritized into one of four levels.

      

Critical - Priority Level 1 

Definition:  A mission critical function occurs when a majority of campus employees or students are unable to use a function where the end user is completely dependent upon a system in order to complete work during the normal course of their day or evening. No work-around or alternative solution is immediately available. Critical issues are assigned a Level 1 priority and an IT Unit will immediately begin to find a solution to resolve the problem.

Examples of Critical Level 1 priorities may include, but are not limited to:
• The main Ball State web presence Sitecore, Blackboard, inQsit, Digital Measures, Web Gradebook, or other instructional learning technology is inaccessible affecting faculty and students
• The Exchange (e-mail) system or a server is down affecting a significant number of users or all users
• Campuswide network outage or a major section of campus or Internet connectivity
• IBM system failure or no access to such resources as ADMAC or TSO
• An electronic classroom is down with a class in session or scheduled to begin within one hour and the professor needs to use the electronic features of the room
• Online resources such as iLocker or iWeb are unavailable
• Cyclic applications such as Add/Drop, Payroll and Grades which are critical at certain times of the semester

Target Response and Resolution:
• Response will be made within 1 hour after notification from the client (response refers to someone assigned and working on the problem)
• Work will continue until resolved or a work-around is found, pending availability of hardware, software, or a third party vendor maintenance 

 

Major – Priority Level 2

Definition:  A major level occurs when numerous users are currently unable to use an important mission function where no work-around or alternative solution is immediately available. Major issues are assigned a Level 2 priority and a designated IT Unit will be assigned to resolve the issue as soon as possible.

Examples of Major Level 2 priorities may include, but are not limited to:
• A network outage affects connectivity for a portion of a building or an entire building
• Online systems such as my.bsu.edu are not available
• All printers in a lab are not functioning or offline
• The only network printer for an entire department is not functioning

Target Response and Resolution:
• Response will be made within 2 hours after notification from client (response refers to someone assigned and working on the problem)
• Resolution or work-around within 8 hours during normal business hours, 16 hours otherwise, after assignment is made (pending hardware, software or third party availability)

Standard – Priority Level 3

Definition:  A standard level occurs when a few users are able to utilize basic computer functions with minor restrictions causing some difficulty and a work-around or alternative solution is available. If the Technology HelpDesk attendant cannot resolve the issue, an LSP will be assigned to address the problem and take action to resolve it as quickly as possible.

Examples of Major Level 3 priorities may include, but are not limited to:
• User needs a new computer installed and current system is nonfunctional but an alternative system is available (i.e. lab or shared workstation)
• Desktop printer is down, but user can print to network printer
• Wireless connectivity is not working, but computer connects via a wired connection

Target Response and Resolution:
• Calls logged before noon will receive a response by 5 p.m. the same business day.  Calls logged after noon will receive a response by noon the next business day (a response refers to someone making e-mail or phone contact to schedule an appointment)
• Resolution, or work-around, within 3 business days (pending hardware, software, or parts availability)

Minor – Priority Level 4

Definition:  A minor level occurs when the reported problem has minimal mission impact and functions remain usable. Some incidents in this category are cosmetic in nature. If the Technology HelpDesk attendant cannot resolve the issue, an LSP will be assigned to address the problem and take action to resolve it as quickly as possible.

Examples of Major Level 4 priorities may include, but are not limited to:
• User is unable to use Excel, but other programs work fine
• User cannot use Outlook but can check e-mail through Outlook Webmail
• User needs assistance installing a software application
• User needs a new computer installed but has an existing working system
• A request for a new system installation when the user has an existing system
• An issue with a single workstation in a lab

Target Response and Resolution:
• Calls logged before noon will receive a response by 5 p.m. the same business day. Calls logged after noon will receive a response by noon the next business day (a response refers to someone making e-mail or phone contact to schedule an appointment)
• Resolution 3-12 business days (pending hardware, software, or parts availability)