ISSUE
CLASSIFICATION |
DESCRIPTION |
EXAMPLES |
RESPONSE TIME |
ESCALATION |
| Critical Issues |
| |
These are campus wide issues impacting Critical services: Internet, Campus backbone,Virtual Firewall, UABWiFi Controllers, LDAP, EMail Gateways, Load Balancers. This issue is typically affecting a large number of people. This class of issues is the highest priority. |
Internet, Campus backbone,Virtual Firewall, UABWiFi Controllers, LDAP, EMail Gateways, Load Balancers. |
An anticipated maximum business day response time is 15 minutes. After hour response is < 2 hours. |
Escalation time is, 15minutes for a business day response. 2hours for after- hours. |
| Urgent Issues |
| |
These are issues that prevent an individual from completing a significant work function. This class of issues is the second highest priority. |
LAN degardation in a building, Firewall Port blocked. |
An anticipated maximum 2-4 hour response time. Items are worked during normal business hours of 7am-6pm |
If the issue is not resolved within 24 hours, it will be automatically escalated to the DCNS manager to assign additional resources if needed. |
| 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. Miscellaneous charge could be involved, but approval is after the fact. |
DNS Changes, Guest Wifi Plan B |
An anticipated maximum response time of 8-16 hours. Items are worked during normal business hours of 7am-6pm |
If the issue is not resolved within 72 hours, it will be automatically escalated to the DCNS manager to assign additional resources if needed. |
| Standard Issues |
| |
These are ordinary issues which slightly affect the usability, but do not prevent useful work. Can be resolved with a software change, Field Tech not required. Can require Telecom Applications,Mysoft workorder for billing purposes. |
Directory issue, VLAN Change,VirtualFireWall Change, Network speed change,Guest Wifi-PlanA |
An anticipated maximum response time of 24-36 hours. Items are worked during normal business hours of 7am-6pm |
If the issue is not resolved within 1 week, it will be automatically escalated to the DCNS manager to assign additional resources if needed. |
| Service Orders |
| |
Constitutes a Telecom Applications Activity, Mysoft Workorder, Account Billing approval, and Field Tech work. |
IP addresses, DNS, VLAN, Virtual-Firewall, New Network connection |
These issues are worked during our business hours and scheduled with the individuals and area coordinator as needed. Anticipated start of work is 5 days minimum to allow scheduling of staff. |
If the issue is not resolved within the agreed upon timeframe, it will be escalated to the DCNS manager to assign additional resources if needed. |
