ITS Service Standards

ITS is dedicated to provide information technology support to all students and employees.

Service calls received (phone calls, voicemail, email, web, walk-ins) will be assessed, assigned a Call Number and a priority as outlined in our ITS Service Standards.

Service Standards for Call Priorities

  1. Multi-user systems, mission critical with no workaround available

    URGENT

    Unable to Learn, Teach or Work
    e.g. College Web Services down, Network down, College email services unavailable, major Security issues.

  2. Individual workstations or printers with no workaround available

    HIGH

    Unable to Learn, Teach or Work
    Resolution required ASAP. No alternative available. To be assigned to all calls where the individual cannot complete their studies, an instructor cannot teach or a staff member cannot carry out their work, and another resource is not available.
    e.g. Workstation will not power up and another one is not available, cannot print and another method of printing is not available.

  3. Individual workstations or printers

    MEDIUM

    Unable to Learn, Teach
    To be assigned to all calls where the individual cannot complete their studies, and instructor cannot teach, but another resource is available.
    e.g. Hardware/Software installations, workstations, printers, etc.

  4. Individual Workstations or Printers

    LOW

    Unable to Work
    To be assigned to all calls where the staff member cannot carry out their work, but another resource is available.
    e.g. Hardware/Software installations, workstations, printers, etc.

  5. Department/Client Projects, Long Term Resolution Expected

    LONG TERM

    To be assigned to any call that has a long due date or will take a long period of time to close.
    e.g. Software installations or hardware upgrades for an academic lab for an upcoming semester.