Once an employee requests service, IR&C staff enters a trouble ticket into a tracking system called HEAT. The system automatically generates a ticket number and sends the customer an e-mail acknowledging that a trouble ticket has been created.
Keep in mind the following:
Responses are provided during normal business hours.
Timeframes represent a best effort; delays may occur when products must be ordered or vendors engaged.
Problems may be resolved remotely.
When computers and PDAs are off site, IR&C staff may not be able to adhere to the published response times.
Problems caused by issues not within IR&C’s control, such as building electrical failures, will be addressed as quickly as possible but are not held to the response timeframe.
Prioritization Guidelines and Response Timeframe
IR&C prioritizes service requests using the following general guidelines but tries to respond to all requests as quickly as possible.
High Priority: A significant number of people are affected by an issue, a customer’s computer or a departmental server is completely nonfunctional, or there is a security concern. Examples: The network is inaccessible; e-mail is down across UCOP; a customer’s account is locked or the password needs to be reset; a computer has been infected by a virus; or a server is nonresponsive. Response Timeframe:
Problem acknowledged: within 1 hour
Problem resolved: within 3 hours, barring circumstances outside IR&C's 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. Examples: 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 backup data.
Response Timeframe
Problem acknowledged: within 1 hour
Problem resolved: within 6 hours, barring circumstances outside IR&C’s control
Low Priority: Routine or maintenance tasks. Examples: A customer asks "how to" questions or requests new software installations or computer set up. The department requests account creations or updates, directory changes, or new file shares.
Response Timeframe
Request acknowledged: within 2 hours
Request resolved: within 3 days, barring circumstances outside IR&C’s control
Escalating Problems
If a problem is not resolved expeditiously, the customer may escalate the problem to the following managers:
Tara Brant, Manager, Technology Service Desk
Office Phone: 987-0003
E-mail:
Michael Shannon, Director, IR&C Technology Support Services
Office Phone: 987-0371
E-mail:
