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