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Service Level Guidelines

The table below provides the static rules to govern the establishment of service levels in a dynamic manner for customer requests within Network Communications. This table contains five elements, which are defined as follows:

  1. Priority - The level of importance of a request
  2. Criteria - Factors to access to be classified in a particular priority
  3. Response - Time when Network Communications will respond with a timeframe for resolution. Non-priority 1 notifications occur during business hours.
  4. Notification - Length of time before a status update is communicated.
  5. Resolution - Target time to resolve request in a particular category

 

Priority Criteria Response Notification Resolution Target
1 Mission critical impact ' Large group or Institute area down with no alternative to conduct business. Multiple user outage or critical project timeline impact. Will respond within 1 hour to notify user that case is being reviewed. Will provide notification at case completion. NetCom will also notify user of all major changes in the expected timeline. Immediate attention till resolved. Within 24 hours.
2 Non-mission critical impact ' Non-mission critical Institute area down with no alternative to conduct business or mission critical outage with alternative. Will respond within 2 business hours to notify user that case is being reviewed. Will provide notification at case completion. NETCOM will also notify user of all major changes in the expected timeline. Resolved within 48 hours.
3 Single user issue - no circumvention available. Will respond within 1 business day to notify user that the case is being reviewed. Will provide notification at case completion. NETCOM will also notify user of all major changes in the expected timeline. Resolved by end of 3rd business day.
4 Single user issue - circumvention available. Will respond within 2 business day to notify user that case is being reviewed. Will provide notification at case completion. NETCOM will also notify user of all major changes in the expected timeline. Resolved by end of 1 business week.
5 Enhancement or new service / feature request Will respond within 3 business days to notify user that case is being reviewed. As determined by project plan. As stated in project plan

Notes

  • Business hours are considered to be from 8:00am to 5:00pm MF, Non-holidays.
  • If a caller calls in to report a Critical problem, the caller is expected to provide contact information and remain available (or provide a backup) to work with Network Communications until the problem is resolved. If the caller is no longer available, Network Communications reserves the right to reduce the priority of the call to a Schedule priority.
  • Requests for escalation of priority 2-5 issues will be directed to Associate Director of Operations; David Pecora, and/or the Manager of Network Communications; Greg Gardner.

Additional Information

Getting Assistance

For problems with telecommunications or network performance, connections or other related issues/questions should be directed to the ITS Service Desk x5-4357