Computer Service Help Desk Ticket Guidelines & Customer Expectations

Summary

Service Level Agreements (SLAs) for the Rockhurst University Computer Services reflect the needs and expectations of the university community, including students, faculty, and staff. Computer Services personnel will make every effort to meet or beat these established guidelines.

General Guidelines

All tickets will be assigned by the Help Desk team within 8 business hours of receipt to the correct support team if the ticket cannot be immediately addressed by the Help Desk. Each ticket will be acknowledged as received to the originating customer along with any additional information that may be needed to further clarify the nature of the problem. (A screenshot is extremely helpful)

The Help Desk is expected to address all initial ticket requests related to PC imaging/issuance, general O365 issues, printer setup, account setup, VPN, password reset and general portal issues. FreshService automation for the service catalog is to be owned and maintained by the Help Desk.

After initial triage, remaining tickets are to be assigned as follows:

Applications Development
1. Argos
2. Banner
3. Data transfer between systems
4. Distribution List automation
5. Ellucian portal
6. Network Account Onboarding
7. Password reset
Information Services:
1. Audio Visual
2. Badge Requests
3. Broadcast Alerts
4. Desktop
5. Intranet Pages
6. KnowBe4
7. Laptop Setups/Software
8. Mac Devices
9. Network Accounts (Students, Faculty, Staff)
10. O365
11. Outlook
12. PaperCut
13. Software Licensing
14. SSO/MFA
15. VPN
Network & Telecommunications team
1. Building access (Physical hardware)
2. Campus Network
3. Cell Phones
4. File Shares
5. OS Updates
6. PC Image
7. Phone issues
8. Security cameras
9. Server Infrastructure
10. Software Updates
11. Wi-Fi

Trouble Tickets

Response Time - The time taken to acknowledge a help desk ticket once reported.

Critical Issues (e.g., system-wide outages, security breaches):
1. Response Time: Within 15 minutes
High Priority Issues (e.g., major application failures, significant impact on multiple users):
1. Response Time: Within 1 business hour
Medium Priority Issues (e.g., individual application issues, non-critical system errors):
1. Response Time: Within 4 business hours
Low Priority Issues (e.g., general inquiries, minor issues):
1. Response Time: Within 1 business day

Resolution Time - The time taken to resolve the reported issue.

Critical Issues:
1. Resolution Time: Within 4 hours or best effort
High Priority Issues:
1. Resolution Time: Within 1 business day
Medium Priority Issues:
1. Resolution Time: Within 3 business days
Low Priority Issues:
1. Resolution Time: Within 5 business days

Escalation Procedures - Clear guidelines on how and when issues should be escalated to higher levels of support.

Critical Issues:
1. Immediate escalation to CS management & CIO
High Priority Issues:
1. Escalation to next level after 1 hour without progress to CS management & CIO
Medium Priority Issues:
1. Escalation to next level after 4 hours without progress to CS management
Low Priority Issues:
1. Escalation to next level after 1 business day without progress to CS management

Network Account Issues

Customers are encouraged to use the automated password reset tools available to the campus to expedite their network account lockout and password issues.

Response Time - The time taken to acknowledge a help desk ticket related to network account issues.

Account Lockouts:
1. Response Time: Within 15 minutes during business hours
Password Resets:
1. Response Time: Within 30 minutes during business hours
New Account Setup: (Help Desk Ticket Required)
1. Response Time: Within 1 business day
Account Deactivation: (Help Desk Ticket Required)
1. Response Time: Within 1 business day
Other Account Issues: (Help Desk Ticket Required)
1. Response Time: Within 4 hours

Resolution Time - The time taken to resolve network account issues.

Account Lockouts:
1. Resolution Time: Within 30 minutes during business hours
Password Resets:
1. Resolution Time: Within 1 hour during business hours
New Account Setup: (Help Desk Ticket Required)
1. Resolution Time: Within 1 business day
Account Deactivation: (Help Desk Ticket Required)
1. Resolution Time: Within 1 business day
Other Account Issues: (Help Desk Ticket Required)
1. Resolution Time: Within 4 hours

Escalation Procedures - Guidelines on how and when account issues should be escalated.

Account Lockouts and Password Resets:
1. Escalation after 30 minutes without resolution during business hours
New Account Setup and Account Deactivation:
1. Escalation after 4 hours without progress during business hours
Other Account Issues:
1. Escalation after 4 hours without progress during business hours

Customer Responsibilities for All Help Desk Tickets

Providing Accurate Information:
1. Clearly describe the problem or request.
2. Include specific details such as error messages, screenshots, and steps taken prior to encountering the issue.
3. Provide any relevant account information, such as username or ID number.
Timely Submission:
1. Submit the ticket as soon as the issue is noticed to prevent escalation or further complications.
Categorizing the Issue:
1. Select the appropriate category and priority level for the issue if options are provided, to ensure it is routed correctly.
Availability for Follow-Up:
1. Be available for any follow-up questions or clarifications from the Help Desk staff.
2. Respond promptly to any requests for additional information or actions required on their part.
3. Computer Services will reach out to you once the ticket is submitted. If at any time during the life of the ticket there is no response from the customer after 3 attempts, the ticket will be closed, and the issue will be assumed to be resolved.
Updating the Ticket:
1. Update the ticket if there are any changes to the situation or if the problem is resolved before the Help Desk addresses it.
2. Close the ticket or confirm resolution once the issue is resolved to satisfaction.
Providing Feedback:
1. Provide feedback on the service received, which can help improve future support processes.