The University of San Francisco: Information Technology Services
Template - HD - Gilbert

ITS Support Priority Guidelines

The Priority Guidelines are used assign priorities to Incident and Service Request tickets and to offer the USF community the opportunity to understand under what conditions they will receive service.

Incidents refer to service outages, equipment failures, and other cases where you are unable to work or your work is impacted and that must be resolved as soon as possible.
Service Requests refer to questions, account creation, software installation, and other types of assistance that are not connected with service disruption.

Please keep in mind, as always, that a technical issue that seems initially easy to solve may take longer than anticipated and vice versa.

Incidents

Priority 1 - Organization Critical*

  • Criteria: Emergency. Needs to be resolved as soon as possible. Major impact on more than one person or VIP
  • Initial Response: Business Hours: 15 minutes, Off hours:* 1 hour
  • * Off hours Priority 1 Incidents should be reported to Public Safety at x4222. Public Safety will escalate to ITS.

  • Resolution Target: 4 Hours**
  • Examples: Network Server Issues (multiple user), Major service down (USF Connect, email), Classroom Down (Class in session or about to start), Board of Trustees/President Issues, Widespread service attack, Maintenance to avoid imminent failure, Critical service data integrity issues

Priority 2 - Client Critical

  • Criteria: System or component is down, requester cannot carry out normal work responsibilities and no alternative is available.
  • Initial Response: Within 2 Business Hours
  • Resolution Target: 24 Business Hours**
  • Examples: Unable to log into Network (single user), Unable to log into account (single user), Database/Server/Application Access Incident, Classroom Down (No current class impacted), Computer not booting up, User data integrity issues.

Priority 3 - General Incidents

  • Criteria: System or component is down or degraded, but requester can carry out normal work responsibilities and/or temporary alternative is available.
  • Initial Response: Within 8 Business Hours
  • Resolution Target: 4 Business Days**
  • Examples: Network Printer Down, Application Errors, Desktop System Performance slow, Minor Equipment Failure (Sound cards, Local Printers, etc), User data integrity issue

Priority 4 - Routine Incident

  • Criteria: Enhancement, planned change, general application questions.
  • Initial Response: Within 2 Business Days
  • Resolution Target: 6 Business Days**
  • Examples:

** Resolution time will vary depending on the nature of the issue and need for follow up or escalation. Please use the Comments field in your ticket to request status.

Service Requests

Priority 1 - Organization Critical*

  • Criteria: Emergency. Service needs to be provided as soon as possible. Major impact on more than one person or VIP if service is not provided.
  • Initial Response: Business Hours: 15 minutes, Off hours:* 1 hour
  • * Off hours Priority 1 Incidents should be reported to Public Safety. Public Safety will escalate to ITS.

  • Resolution Target: 4 Hours**
  • Examples: Changes affecting Public Safety or Student Disability Services, Urgent Priority 3 & 4 requests for a VIP

Priority 2 - Client Critical

  • Criteria: Requester cannot carry out normal work responsibilities and no alternative is available if service is not provided.
  • Initial Response: Within 2 Business Hours
  • Resolution Target: 24 Business Hours**
  • Examples: Urgent Priority 3 & 4 requests

Priority 3 - General Requests

  • Criteria: Requester can carry out normal work responsibilities and/or temporary alternative is available until service is provided.
  • Initial Response: Within 8 Business Hours
  • Resolution Target: 5 Business Days**
  • Examples: Audio Visual Recording, Database/Server/Application Access Changes, Create new user account or grant access to an IT system

Priority 4 - Routine Requests

  • Criteria: Enhancement, planned service.
  • Initial Response: Within 2 Business Days
  • Resolution Target: 10 Business Days**
  • Examples: New Software Installation, General Application Questions, System Enhancements, Routine office moves, Provide new phone/network connection

** Resolution time will vary depending on the nature of the issue and need for follow up or escalation. Please use the Comments field in your ticket to request status.