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, provided the customer provides the necessary information, and 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, provided the customer provides the necessary information, and barring circumstances outside IR&C’s control
Low Priority: Requests, including routine or maintenance tasks. Examples: The department requests account creations or updates, computer set ups, directory changes, or file shares. A customer requests new software installations or asks "how to" questions.
Response Timeframe
Request acknowledged: within 2 hours
Request resolved: within 5 days, provided the customer provides the necessary information, and 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:
Paul Weiss, Director, UCOP Chief Information Officer
Office Phone: 987-0522
E-mail:
