Information Technology Services

Service Levels

ITS Service Levels were developed to provide the AU community with guidelines for setting service expectations when reporting problems to the ITS Helpdesk. Descriptions of each service level are provided below, along with the typical time frame in which a user can expect an ITS staff member to respond to the request.

Most calls and emails received by the ITS Helpdesk can be addressed immediately. However, some requests must be referred to other ITS staff. When this happens, the request is assigned a service level and is added to a work order queue. ITS staff members respond to these requests based on service level and order of receipt. The remediation time frame for a request varies with the nature of the problem. All service requests made to the ITS Helpdesk are tracked in a database to ensure that users receive the best service possible.

Service Level: 1 - Critical
Initiated by: Network Services
Description: Network outage, or loss of enterprise network service.
Response time: N/A

Service Level: 2 - Urgent
Initiated by: Individual user
Description: A department is unable to function. No short term option is available.
Response time: Immediate

Service Level: 3 - High
Initiated by: Individual user
Description: The user is unable to function. No short term option is available.
Response time: 1 business day

Service Level: 4 - Medium
Initiated by: Individual user
Description: The user is unable to work efficiently. Short term options are available. This category includes the creation of new user accounts.
Response time: 1 - 2 business days

Service Level: 5 - Low
Initiated by: Individual user
Description: The user is experiencing workstation or software problems, but has a temporary workaround.
Response time: 1 - 2 business days

Service Level: 6 - General information
Initiated by: Individual user
Description: The user requests information on policies, procedures, or instructions.
Response time: 1 - 2 business days

Service Level: 7 - Service Request
Initiated by: Individual user
Description: The user requests a hardware purchase or software license.
Response time: 1 - 2 business days

Service Level: 8 - Training
Initiated by: Individual user or department
Description: The user or department requests training on AU-supported software or equipment.
Response time: 1 - 2 business days



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