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.
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 (USFconnect, 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 - Routine Incidents
- Criteria: System or component is down or degraded, but requestor 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 (Soundcards, Local Printers, etc), Database/Server/Application Access Changes, Meeting Maker Account Creation, Create new user account, User data integrity issue
Priority 4 - Questions
- Criteria: Enhancement, planned change, general application questions.
- Initial Response: Within 2 Business Days
- Resolution Target: 6 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.
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: Requestor 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: Requestor 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.
