It is Campus Information Systems’ intent to provide fast, competent service through the Technology HelpDesk. Staff perform “triage” on every support request. Problems that can be resolved quickly over the phone are handled on the spot. Issues that require further support are prioritized within the following model.
All requests for support and service are received at the HelpDesk via e-mail at firstname.lastname@example.org and via telephone at x4835 (4TEK)
Support tiers are focused on systems in continual use. This is not meant to encompass new projects and routine operation requests, but rather to provide a general understanding of how functional problems get prioritized.
Tier I Support Priorities
Definition: Items impacting the entire campus.
Tier II Support Priorities
Definition: Items impacting an entire building.
Tier III Support Priorities
Definition: Items impacting a large time sensitive facility (smart classroom / Technology Center computer lab)
Tier IV Support Priorities
Definition: Items impacting an individual user.
Tier V Support Priorities
Definition: Faculty computers (Windows XP with faculty administrators).
Tier VI Support Priorities
Definition : Items outside the CIS purview.
ATAC Approval: November 21, 2002
Service Center / Help Desk