| Severity/Status of service | Impact | ||||
|---|---|---|---|---|---|
| I1 – Entire district / multiple campus | I2 – Entire or partial campus | I3 – Entire office, cart, or lab | I4 – Entire classroom | I5 – Individual user | |
| S1 – Access to Network/ Enterprise Systems unavailable | P1 | P1 | P2 | P3 | P3 |
| S2 – Performance poor or unacceptably slow | P1 | P2 | P3 | P3 | P4 |
| S3 – Interferes with normal completion of work; workaround exists | P2 | P3 | P4 | P4 | P4 |
| S4 – Request for a current district-approved tool or service to improve instruction or productivity | P3 | P4 | P4 | P4 | P4 |
| S5 – Programming/Project Requests | Specific project requests fall outside of the matrix above, and are discussed with DTS well prior to the requested completion so that a timeline can be determined. |
| Services provided by Third Party | Services provided by third parties are outside of direct DTS control, which may result in longer times than listed. |
| Rework requests | In the rare event that a closed work ticket requires additional immediate attention, the technician will make contact and attempt to resolve the issue on the next business day. |
Note: Prioritization is based in part upon scope of the impact and safety considerations.
| Priority Code | Examples | Target Response | Target Resolution* |
|---|---|---|---|
| P1 – Critical priority | Enterprise system down; wireless down; entire site network down; entire site, all labs, carts, or phones completely down; Any safety or security matter. | 15 minutes† | 4 hours |
| P2 – High priority | VIPs, HR, or Finance individual; projector lamp burned out, multiple copiers down, significant problem with a testing computer during state assessments | 1 hour † | 1 work day |
| P3 – Medium priority | Classroom Pole Vault/Calypso system down, LTP-provided computer/iPad completely down, single phone down, single copier down, significant problem with a testing computer during district assessments | 3 working days † | 5 working days |
| P4 – Standard priority | Network drop activation, individual computer issues (i.e. browser doesn’t work, single application, printer, iPad, Calypso) new network drops, new equipment setup, computer imaging, courtesy checks (media systems, interactive whiteboards, etc.), all other work tickets not addressed above. | 5 working days † | 12 working days |
| Programming and project requests | Report card change, new system implementation, new software and hardware installation | Determined via conversation with DTS † | TBD |
* within core hours
† Automated email notification of call being logged within 1 hour.
Revised February, 2017