IET Helpdesk

IET Services will always try to solve problems in the shortest time possible. The majority of requests will be answered in much less time than the maximum listed below. The following are the maximum time commitments and may vary depending on the nature of the request.

Priority	Classification	Description	Response Time	Resolution Time
1	Emergency	Wide-Spread (department, division, building, campus) outage of network, email, internet, Admin Software, etc.	15 Minutes	Depends on Problem (As soon as feasibly possibly)
2	Urgent	Individual Outage of critical service, Wide-Spread degradation of Services,Critical Upgrade or Enhancement	1 Hour	8 Hours
3	Pressing	Individual degradation of service for critical application, Creation of New Accounts	6 Hours	32 Hours
4	Normal	General Requests, Individual outage/degradation of non-critical service/application, Problems that do not prohibit use of services in a normal matter, Information Request	8 Hours	120 Hours (5 Days)
5	Low	New PC Installations, Classified by user as low priority, Internal requests of a non-critical nature	48 hours	240 Hours (10 Days)
10	Short-Term Project	Project that can be completed in approximately one month	48 Hours
11	Long-Term Project	Project that can be completed in approximately six months	72 Hours
12	Extended Project	Project that can be completed in approximately one year	72 Hours
Unless otherwise specified, or Help Desk staff determines that problem needs to be escalated, the default Priority for all tickets is 4 (Normal).