ISSUE
CLASSIFICATION |
DESCRIPTION |
EXAMPLES |
RESPONSE TIME |
ESCALATION |
| Critical Issues |
| |
These are issues that prevent the individual from meeting a deadline or doing their job as a whole and there is no alternate way to accomplish the task. Issue is affecting a large number of people. This class of issues is the highest priority. |
Systems are unavailable for an exam; cannot do presentation for large group because of system error; grant deadline; the inability to log into the user's workstation |
An anticipated maximum 15 minute response time to contact user and set a time to start the resolution process. |
If contact has not been initiated within 15 minutes automatic escalation to the dispatch manager occurs. Customer may contact desktop manager and or Customer Services Assoc Dir. for further assistance. |
| Urgent Issues |
| |
These are issues that prevent an individual from completing a significant work function, or a group of public stations is unusable. This class of issues is the second highest priority. |
The inability to access a single service such as email service, or to run OptiDoc if that was part of their regular job duties. |
An anticipated maximum 2-4 hour response time. Items are worked during normal business hours of 7am-6pm. |
If the issue is not in progress within 4 hours, it will be automatically escalated to the dispatch manager to assign additional resources if needed. Resolution should occur in 24 hours. |
| Important Issues |
| |
These are issues which do not prevent the performance of the day to day functions, but will impact job duties if not corrected quickly. |
Printer not working on 4th floor but user can print to 3rd floor. Web browser giving errors. |
An anticipated maximum response time of 8-16 hours. Items are worked during normal business hours of 7am-6pm. |
If the issue is not in progress within two work days it will be automatically escalated to the dispatch manager to assign additional resources if needed. Resolution should occur in 48 hours. |
| Standard Issues |
| |
These are ordinary issues which slightly affect the usability, but do not prevent useful work. |
An example of this would be an error message on application startup, but the application runs anyway. |
An anticipated maximum response time of 24-36 hours. Items are worked during normal business hours of 7am-6pm. |
If the issue is not in progress within 36 hours, it will be automatically escalated to the dispatch manager to assign additional resources if needed. Resolution should occur in 1 week. |
| Service Orders |
| |
These are items such as operating system upgrades, application upgrades, or replacement of computers. |
User receives new laptop but old one still functions. |
These issues are worked during our business hours and scheduled with the individuals and area coordinator as needed. Anticipated start of work is 5 business days minimum to allow scheduling of staff. |
If the issue is not resolved within the agreed upon timeframe, it will be escalated to the dispatch manager to assign additional resources if needed. |
| Dispatcher will assess the situation and classify issue according to his best judgment. |
Resolution is always a best effort case by case situation. |
| Contact/Escalation Information |
|
Dispatch Manager
Desktop Manager
Assoc Dir of Customer Services
Asst VP and CTO
|
David Davis
Jeffrey Williams
Sterling Griffin
Terry Tatum
|
205-996-5555
205-996-5555
205-996-7651
205-966-6220
|
|
