| |
|
| Work Order
Priority Designations |
| |
| Priority |
Description |
Resolution |
| Emergency |
Emergency Situation: requires immediate attention,
system or network down (examples: T-1 line, server, router
out, campus and/or mainframe down) |
4 Hours |
| High |
Critical Impact: system component down, no available
alternative (examples: lab down, high-level administrator
down and need help to support an Executive Director or above,
software subsystem down) |
1 Day |
| Med |
NORMAL INSTRUCTION: alternative or bypass available,
deferred maintenance available, (examples: technology for
student, library, or teachers, computer upgrades, moves,
network connectivity) |
2 Days |
| Med |
Access/Security: need to create a Novell user, change
rights or allow/disallow access to a user, create an e-mail
account, block / unblock a website |
2 Days |
| Med |
Reports/Labels: Need to order a mainframe report,
print mailing labels, etc. |
2 Days |
| Low |
NORMAL ADMINISTRATIVE: alternative or bypass available,
deferred maintenance available, (examples: Technology for
administrative users, computer upgrades, moves, network connectivity |
5 Days |
| Pending |
Warranty Work: A technology item requires repair
or maintenance that is covered by warranty. Assigned by
the Technician |
Varies due to Vendor |
| Pending |
Project Tasks: New installations or maintenance |
Agreed Deadline |
| Low |
Technology Procurement: Ordering a new technology
item |
5 Days |
|
