From CSS Wiki
Understanding Priority Levels
The priority of an incident is determined by:
- The SLA
- The standard operating procedures
- Number of personnel/customers affected
- Impact to the organization
- Workload at the support center
- Ability to provide a work around
CSS Priority Scale
- (01) Enterprise Failure - Critical failure. Major problems affecting multiple clients and/or geographic locations. Incidents at this level will be immediately addressed and followed through until resolution. This priority level supersedes all other service tasks, assignments, and projects (ie: all available resources will be utilized until resolution). Examples: Building power outages, major plumbing issues, suspicious package during high security event, hazardous material spill or other serious building or physical emergency.
- (02) Urgent - Systems down. Client unable to operate or perform tasks normally and no alternate procedure is available. Examples: Server down, podium touch panel not responsive, booth power failure (no audio/video available), or room control system needs to be reset.
- (03) High Priority - Situation critical. Client reports key functions are not operable, however, there are alternate procedures available. Issue is time sensitive as possible class or event failure may occur. Staff will be sent immediately to troubleshoot issue. Examples: Data projector bulb burned out, installed computer not responsive, PA components not responsive, both Kane Hall parking garage elevators fail, staff needed for crowd control or an Operator no shows during Help Desk hours.
- (04) Priority – Urgent request. Client able to work at acceptable level awaiting service appointment. Staff will be sent at next available opportunity or during class break. Examples: Data projector bulb appears dim, next day equipment request; event request less than 30 days away, overdue event logistics or a request from a high priority client (University Dean, Office of the President, etc).
- (05) Scheduled Service - General request. Examples: Equipment or event requests or series requests. Scheduled service will be made at the user's convenience whenever possible.
- (06) Pending Service - Request in process. Examples: Scheduled equipment demonstration, room walk-through, staff awaiting necessary approvals, action from third parties or system availability. Estimated completion date or status updates to be provided as needed.
- (07) Planned Event - Advance request. Special purpose priority is for requests that can be scheduled well in advance. Examples: Equipment or event requests more than one year in advance. Status updates to be provided as needed.
- Response Time Commitments
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