POLICY ICT-016: PRIORITY SERVICE LEVEL REQUIREMENTS

MEMORANDUM ICT 2K22-077

POLICY ICT-016: PRIORITY SERVICE LEVEL REQUIREMENTS

In accordance with the University’s Policy ICT-015: Policy and Procedures on Technology Services, once a request for technology services has completed the online approval process, it generally takes about thirty-six (36) hours to five (5) working days to complete most requests.   Working days is defined as Monday to Friday, 8:00am – 5:00pm.  Request for virtual classes (Zoom for Education, MS Teams, VooV etc.) for example, that falls on a Saturday or Sunday should be requested at least before Friday (morning) of the week to better manage our online Teaching and Learning Services.

Requests generally adhere to this timeline unless otherwise indicated or circumstance dictates that a Priority Service Level is required.  This is indicated by the following parameters on the help desk system request:

  • Priority
  • Need by Date
  • Urgency 

 

Should a request require a longer period of time for completion, the contact person is usually notified.

Please be guided accordingly.

POLICY ICT-016: PRIORITY SERVICE LEVEL REQUIREMENTS

In accordance with the University’s Policy ICT-015: Policy and Procedures on Technology Services, once a request for technology services has completed the online approval process, it generally takes about thirty-six (36) hours to five (5) working days to complete most requests.   Working days is defined as Monday to Friday, 8:00am – 5:00pm.  Request for virtual classes (Zoom for Education, MS Teams, VooV etc.) for example, that falls on a Saturday or Sunday should be requested at least before Friday (morning) of the week to better manage our online Teaching and Learning Services.

Requests generally adhere to this timeline unless otherwise indicated or circumstance dictates that a Priority Service Level is required.  This is indicated by the following parameters on the help desk system request:

  • Priority
  • Need by Date
  • Urgency 

 

Should a request require a longer period of time for completion, the contact person is usually notified.

Please be guided accordingly.