To minimize downtime and loss of productivity due to technical problems, all service requests are prioritized as follows:

Priority 0 (Highest Priority)

  • Any outages that affects an entire campus, location or floor
  • Connection problems affecting a department/division/location.
  • Enterprise application outages that affect entire location, departments or divisions.
  • Malicious code infections are handled as priority 0 by default.
    • If the infection is not classified as a security incident, then the priority will drop to priority 1.
  • Security incidents that jeopardize the confidentiality, integrity and availability of confidential and protected data.
  • Deans, Department / Division Chairs and their Administrative Assistants

Priority 1 (High Priority)

  • New computer installs for new hires
  • Malicious code infections that are not qualified as a security incident
  • Logon issues
  • Computers that will not boot up or crashes
  • Any IT related issues that prevent an individual from conducting day to day business operations.
  • General computer problems (computer not operating properly but functional)
  • IT related issues, except security incidents, that do not prevent an individual from conducting day to day activities.
  • Printer problems

Priority 2

  • Active Directory account maintenance and access management (Account Creation, Deletion, Modification. File and folder permissions)
  • Purchasing recommendations
  • Software installation and/or update
  • Remote access troubleshooting

Priority 3

  • New computer installations (This only applies to faculty/staff that have working computers and will require data migration)
  • New printer or peripheral installations

Emergency Requests

Emergent requests that meet the following criteria will be handled in an expeditious manner.

  • Outages
  • Security related
  • Compliance/Legal related
  • Compromise/Breach related
  • Safety related