Response Commitment

From CSS Wiki

The Help Desk is responsible for contacting requestors to acknowledge their incident and to apprise them of our action plan. It is important to provide any and all necessary information regarding the problem, including the escalation plan if the incident cannot be resolved within the Helpdesk or Technical Services queues, or if resolution will be delayed due to dependencies outside the control of Classroom Support Services.

The response commitments outlined below represent minimum requirements for communication to our customers. Response does not necessarily imply resolution. A response consists of acknowledgment that we are working on the incident; an action plan, including a time frame for a workaround; and for final resolution and the resources assigned. See also: Informing Customers of Progress and Status

Priority	Type	First Response Within	Customer Update
1 - HIGHEST - Rare	Enterprise Failure	15 minutes	2 hours
2 - HIGH - Rare	Urgent	30 minutes	3 hours
3 - Sometimes	High Priority	45 Minutes	4 hours
4 - Sometimes	Priority	2 Hours	Daily
5 - Often	Scheduled Service	4 hours	Weekly
6 - Often	Pending Service	Same Day	Monthly
7 - Often	Planned Event	Same Day	As Needed

Note: If the completion of the work is waiting for parts or another departmet, the work request will be put in to a stalled category. The customer (requestor) will receive an update every 3 weeks or in agreed upon time.

See also: Priority_Levels