Prioritization Guidelines and Response Timeframe
CNS prioritize service requests using the following general guidelines but does its best to respond to all requests as quickly as possible.
High Priority: A significant number of people are affected by an issue, a customerís computer crashed, the network server is down, a virus attack, or there is a security concern.
The user is unable to login; the computer crashed; a customerís account is locked or the password needs to be reset; a computer has been infected by a virus; an entire student lab is down; if the network is inaccessible or e-mail is down across Kendall campus, this is beyond our control and information will be given as users call the Helpdesk.
Problem acknowledged: within 1 hour
Problem resolved: within 3 hours, barring circumstances outside CNSís control.
Medium Priority: A single customer is affected by a problem but is still able to work, or there are problems with a service but it is still functional.
A customer is experiencing intermittent computer problems; is unable to open or work within a software program; is having printer problems; has lost access to a file share; or requires data recovery/backup.
Problem acknowledged: within 4 hours
Problem resolved: within 6 hours, barring circumstances outside CNSís control
Low Priority: Routine or maintenance tasks.
A customer asks ďhow toĒ questions or requests new software installations or computer set up. The department requests account creations or updates, directory changes, or new file shares.
Request acknowledged: within 6 hours
Request resolved: within 3 days, barring circumstances outside CNSís control
Request for labís imaging or labís software installation should be requested six week prior a new semester beginning.
If a problem is not resolved expeditiously, the customer may escalate the problem to the following managers:
- For desktop/helpdesk support, Alex Garcia: 7-0559 or firstname.lastname@example.org
- For technology purchase requests and classroom support, Evelio Sardinas: 7-2436 or email@example.com
- For server support, Jeff Morales: 7-0543 or firstname.lastname@example.org
CNS Response Process:
Once an employee requests service, CNS staff enters a trouble ticket into the helpdesk tracking system. A trouble ticket is generated and assigned to the next available technician. Once the technician closes the ticket, the system automatically generates a survey form and sends it to the customer via e-mail acknowledging that the trouble ticket was closed. Customer satisfaction is of great value to us and finding ways on improving our services is at the forefront of our mission; therefore, we encourage our customers to fill out a survey form upon completion of a service request.
Please keep in mind the following
- Responses not related to multimedia classroom support are provided only during normal business hours.
- Timeframes represent our best effort, for delays may occur due to high volume of calls during peak hours. Please consider that we service the campus with the largest number of employees and provide support to over 5,500 devices
- Issues may arise outside of CNSís control such as electrical failures in certain locations that may intermittently affect our computing environment. Although we will do everything in our part to address the issue as quickly as possible, these situations require a collective effort from other areas outside of our own and may not be held to the response timeframe.