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Service Desk
Service Desk, Technology Services
Response times

Response times

Service Calls are responded to in accordance to the level of Priority assigned

Listed below is the priority and response times that the Service Desk will aim to achieve, in high demand periods it may not be possible to meet targeted service levels.

Events Calendar which includes details of scheduled maintenance outages, etc.
Service Desk and Contacts
Service Directory

Priority	Impact	Description	Response time
Priority 1	Critical	Network Down, Network Inoperative (all work stops) eg. Building not connecting to network, WAN Link not connecting to network, Server not able to be connected to.	Immediate
Priority 2	High	Localised Disruption Group Inoperative (Group work stops) eg. No Printing for an area or Print queue not working, Group cannot see Zones or Servers. Lab faults affecting Tutorials.	1 hour
Priority 3	Moderate	Individual outage (Individual's work is stopped) eg. Computer crashed or not working, Network unavailable to individual, Email not working (if critical to role).	4 hours
Priority 4	Minimal	Individual outage (Work can continue) eg. Software functionality problems, Restricted printing (ie. can print to another printer)	3 Days
Priority 5	Scheduled Process	Individual Configuration (work can continue) eg. Software Upgrades, Scheduled Relocations / New installations	Mutually negotiated time with at least 1 weeks notice

Updated: 25 August 2011

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