Information Technology Services

Service Levels

ITS Service Levels have been developed to assist Alfred University Faculty/Staff/Admin with guidelines for setting service expectations. Descriptions of each service level are provided below along with the typical timeframe in which a user can expect an ITS staff member to contact them about their problem or request.

Under most circumstances calls to the Helpdesk can be resolved on the spot. However, when a call must be referred to other staff it is assigned a service level and put in a work order queue. ITS staff respond to these requests based on service level and order of receipt. The remediation timeframe for any given request varies with the nature of the problem. All service requests made to the Helpdesk are tracked in a database to make sure that users get the best service possible.


Service Level:

Initiated by:

Description:

Response time:

1 - Critical

Network Services

Network outage or loss enterprise network service.

N/A


Service Level:

Initiated by:

Description:

Response time:

2 - Urgent

Individual

Department is unable to function. No short term option available.

Immediate


Service Level:

Initiated by:

Description:

Response time:

3 - High

Individual

Individual is unable to function. No short term option available.

1 business day


Service Level:

Initiated by:

Description:

Response time:

4 - Medium

Individual

Individual is unable to work efficiently. Short term options available. This includes creation of user accounts.

1 - 2 business day


Service Level:

Initiated by:

Description:

Response time:

5 - Low

Individual

One individual is experiencing workstation or software problems but has a temporary work around.

1 - 2 business day


Service Level:

Initiated by:

Description:

Response time:

6 - General Information

Individual

Request information on policies, procedures, and "how-to" questions.

1 - 2 business day


Service Level:

Initiated by:

Description:

Response time:

7 - Service Request

Individual

Request hardware purchase or software license.

1 - 2 business day


Service Level:

Initiated by:

Description:

Response time:

8 - Training

Individual or group

Request training

1 - 2 business day


individuals inspired
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