| University of
Alabama at Birmingham Information Technology |
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| AskIT Information |
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| Hours of Operation |
Help Desk Hours: M - Th, 6:30am - 11pm Friday, 6:30am - 10pm Saturday, 9:30am - 6pm Sunday, 1:30pm - 10pm Location: LHL-142 Phone: 205.996.5555 Email: AskIT@uab.edu |
| AskIT Management |
| Rick
Pilgreen, Associate Director Wanda
Franklin, Help Desk Supervisor |
AskIT Tier 1
Issue Classifications and Performance Metrics
| ISSUE CLASSIFICATION |
DESCRIPTION | ACTIONS | RESPONSE TIME* | TIER 2 | |||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| HEAT ISSUES | |||||||||||
| Issues designated as a HEAT incident type will most likely effect a large number of faculty or staff users. However a HEAT issue can also be requested by an individual who is having an issue that is keeping them from meeting a deadline or doing their job as a whole and there is no alternate way to accomplish the task. | HEAT incidents are immediately escalated to the appropriate Tier 2 support group(s). The Tier 1 technician gathers the Users contact information, a description of the incident, opens a Footprints ticket and immediately escalates to the appropriate Tier 2 group(s). | HEAT incidents are immediately escalated within a maximum of five minutes from the initial call. The AskIT technician does not work any other incidents until a Tier 2 representative has responded and the ticket forwarded. | Desktop Services, Equipment Services, Infrastructure Services, Instructional Technology, TUCC, Network Services, Telecommunication Services | ||||||||
| Password Reset Request | |||||||||||
| Password Reset requests are submitted by a user via a web form located at BlazerID Central. This request is automatically forwarded and placed in a designated queue within the tracking system. | During normal business hours, the Password Reset request queue is continuously monitored by AskIT staff. Upon receiving a request, the AskIT staff will call the user back at the phone numbers listed in the request. Once the user has verified their information, the AskIT Tech approves the request and the password is reset. | Anticipated maximum response or contact attempt will be made within 15 minutes from the moment the request hits the Password queue, during AskIT's regular business hours. | N/A | ||||||||
| Microsoft Premier Support Request | |||||||||||
| These are requests submitted by IT personnel across campus that need Microsoft engineer level support directly from Microsoft. | AskIT staff gathers all pertinent information surrounding the request, documenting it in an issue and escalating to the appropriate Tier 2 Manager for approval. | Anticipated maximum response time is dependent upon submittal type; Phone (immediate), e-mail (2-4 hours), Web (2-4 hours) during AskIT's regular business hours. | Managers within Desktop Services, Infrastructure Services. | ||||||||
| Class Room/Computer Lab Systems | |||||||||||
| Issues related to either the instructor's station or the class room systems. | The AskIT Tech performs routine data gathering, diagnostics and solution support. Every attempt is made to resolve at the Tier 1 level. However, should additional assistance be needed for resolution, the AskIT Tech will consult with the user and make determination of status and urgency of the issue and immediately escalate to the appropriate Tier 2 support group(s). | Anticipated maximum response time is 15 min. All issues of this type must be called in by phone. | Desktop Services, group providing support to area | ||||||||
| Resnet Port Disabled | |||||||||||
| These are issues where a student's dorm room network port has been disabled by DC/NS for violations of the UAB acceptable use policy. | The AskIT tech will attempt to contact the student via phone. Issue updates indicating contact attempts are also automatically e-mailed to the student. | Anticipated maximum response time is dependent upon submittal type; Phone (immediate), e-mail (2-4 hours), Web (2-4 hours) during AskIT's regular business hours. | User Services | ||||||||
| WebCT Issues | |||||||||||
| These are issues typically related to login problems or class access or courseware issues in WebCT Vista. | The AskIT Tech performs routine data gathering, diagnostics and solution support. Every attempt is made to resolve at the Tier 1 level. However, should additional assistance be needed for resolution, the AskIT Tech will consult with the user and make determination of status and urgency of the issue and immediately escalate to the appropriate WebCT Tier 2 support group(s). | Anticipated maximum response time is dependent upon submittal type; Phone (immediate), e-mail (2-4 hours), Web (2-4 hours) during AskIT's regular business hours. | Instructional Technology, Infrastructure Services, TUCC | ||||||||
| Oracle Issues | |||||||||||
| These are typically "how to" issues, such as how to complete a PO request or to complete a time sheet or complete a payment request. | The AskIT Tech performs routine data gathering, diagnostics and solution support. Every attempt is made to resolve at the Tier 1 level. However, should additional assistance be needed for resolution, the AskIT Tech will consult with user and make determination of status and urgency of the issue and immediately escalate to the appropriate Oracle Tier 2 support group(s). | Anticipated maximum response time is dependent upon submittal type; Phone (immediate), e-mail (2-4 hours), Web (2-4 hours) during AskIT's regular business hours. | Issues of functional or policy related may be deferred to functional specialists within the area of the question. Technical issues are deferred to Oracle DBAs. | ||||||||
| Contracted/Non-Contracted Customers | |||||||||||
| Issues by this group of customers vary in type and complexity. | The AskIT Tech performs routine data gathering, diagnostics and solution support. Should additional assistance be needed for resolution, the AskIT Tech will consult with user and make a determination of status and urgency of the issue and immediately escalate to the appropriate Tier 2 support group(s). | Anticipated maximum response time is dependent upon submittal type; Phone (immediate), e-mail (2-4 hours), Web (2-4 hours) during AskIT's regular business hours. | If these issues are unresolved at the Help desk level, they are escalated up to the appropriate support groups within 15 minutes of the call or issue notification. | ||||||||
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