The purpose of the Priority Matrix is to provide ITS staff the guidelines to
use for assigning priorities to help requests 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.
Priority |
Criteria |
Initial Response |
Escalation Response** |
Examples |
Priority 1*
Organization
Critical |
Emergency. Needs to be resolved as soon as possible. Major impact on more than one person or VIP. |
Business hours: 15 minutes
Off hours*:
1 hour
|
1 Hour |
- 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 |
System or component is down, requestor cannot carry out normal work responsibilities and no alternative is available. |
Within 2 Business Hours |
Within 4 Business Hours
|
- 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 issue
|
Priority 3
General Requests |
System or component is down or degraded, but requestor can carry out normal work responsibilities and/or temporary alternative is available. |
Within 8 Business Hours
|
Within 2 Business Days
|
- 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
Routine Requests,
Change,
Questions |
Enhancement, planned change, general application questions. |
Within 2 Business Days
|
Within 5 Business Days
|
- New Software Installation
- General Application Questions
- System Enhancements
- Routine office moves
- Provide new phone/network connection
|
* Off hours Priority 1 Incidents should be reported to Public Safety. Public Safety will escalate to ITS.
** Timeframe for ITS technical groups to respond to issues escalated from Help Desk. Time to resolution will vary depending on the nature of the issue. Contact the Help Desk to request status.
