Issue Resolution Time Guidelines

Tags guidelines
The Issue Resolution Time Guidelines provide a breakdown of the levels of issue severity and the procedures to accompany each level.
  Issue Severity Level Response Time Resolution Time
  1: System Down Immediate Engagement until resolved
  2: System Degraded Immediate Engagement until resolved
  3: Urgent Within 30 minutes Engagement until resolved
  4: Normal Within four hours Within one business day
  5: Service Request Within one business day Within 2-3 business days

Issue Severity Levels

System Down: Level 1

  • Description:
    • Critical system is down.
    • Many users affected.
    • Critical applications are unavailable.
  • Example: The connection to the internet is down.
  • Actions: An immediate response is required.
    • Top priority for all support employees.
    • Incident manager engaged.
    • Notify resources to initiate disaster recovery processes.
    • Email notification every 60 minutes.
  • Resolution: There will be immediate engagement until the incident is resolved.

System Degraded: Level 2

  • Description:
    • Performance is very slow for all users.
    • Certain functionality is not available.
  • Example: The Blackboard operation is slow.
  • Actions: An immediate response is required.
    • Incident manager engaged.
    • Email notification every 60 minutes.
  • Resolution: There will be immediate engagement until the issue is resolved.

Urgent: Level 3

  • Description:
    • Several users affected.
    • No Workaround.
    • One or more departments affected.
  • Example: The wireless connection is down in a department.
  • Actions: There will be a response within 30 minutes.
  • Resolution: There will be engagement until resolved.

Normal: Level 4

  • Description:
    • One or more users affected.
    • Basic functionality available with some restriction.
    • Workaround available.
  • Example: A printer is down.
  • Actions: There will be a response within four hours.
  • Resolution: The issue will be resolved within one business day.

Service Request: Level 5

  • Description:
    • Functionality unaffected.
    • Service requests.
    • Work orders.
  • Example: A request for software.
  • Actions: There will be a response within eight hours or one business day.
  • Resolution: The issue will be resolved within two to three business days.

More Information

A ticket's severity level is set by the IT Help Desk representative receiving the report or other IT agents reporting the issue. Severity is set using the following table:

Impact and Urgency Matrix
Impact
Urgency University Department Individual
High 1 2 3
Medium 2 3 4
Low 3 4 5

The severity can be changed by the IT Help Desk prior to assignment to a team or agent. All changes to a ticket are logged for that ticket.

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