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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