UMail - SLAs
OIT Systems - SLAs
- UMail - Campus Email System
- Campus Email list server – lists.utah.edu
- WebCT
- http://www.utah.edu
- University web pages hosted by OIT
- VPN, Dial-up, uconnect, secure.utah.edu, insecure.utah.edu and some web page authentication services – Erica.utah.edu, poc.it.utah.edu, etc .
- uNID Tools
Note: The regular OIT system maintenance window is the third Saturday of each month from 10:00 pm to 6:00 am. OIT Services will not be available during the Maintenance outage.
UMail - Campus Email System
Note: The regular UMail system maintenance window is the same as the OIT system maintenance window: the third Saturday of each month from 10:00 pm to 6:00 am. To be kept aware of issues and regular outages for the UMail system, subscribe to the UMail outages list at www.lists.utah.edu/wws/lists/Special_Interest/UMail.
Campus Help Desk Support:
Business hours: The Campus Help Desk is available by phone from 7 a.m. to 10 p.m. Monday through Friday, Saturday 9:00 to 6:00, at 581-4000. For each unique request the user will be given a service ticket number for tracking purposes. You are responsible to record your ticket number so you can later make reference to the call. Using the ticket number you may call back any time during regular business hours and receive the current status of your ticket and who has been assigned to the problem. The customer will be notified when a ticket is closed.
After hours support: Help is available for “Urgent” and “High” priority requests on weekends and after-hours (10:00 p.m. to 7 a.m.). Please contact the Help Desk at 581-4000 and leave a voicemail explaining the nature of the problem, why it is of “Urgent” or “High” priority (see table below) and provide a phone number where you can be reached. The system automatically pages the Help Desk support person who is on call. The “on call” support person screens the message and normally contacts the caller within 30 minutes to let him or her know that the request has been received and to get more information, if necessary. If the support person is already addressing a problem, they may not be able to reply in 30 minutes, but will instead change the phone message to direct users to a web page where they can obtain information on the status of the problem.
Incident and Problem Management: When an incident is reported, the Campus Help Desk classifies the priority as follows:
Case Priority |
Initial Response Time |
Follow-Up Response Time |
OIT Systems Team Criteria |
Completion Timeframe |
|
Business Hours |
After Hours |
||||
|
|||||
Urgent |
15 minutes to customer by support personnel; (30 minutes to customers after hours) |
30 minutes to respond to user inquiry and inform user of current status of issue |
|
Completed within 4 hours, 90% of the time
|
On site within 2 hours, completed within 6 hours 90% of the time
|
High |
Response time 15 minutes to customer by support personnel; (30 minutes to customers after hours) |
30 minutes to respond to user inquiry and inform user of current status of issue |
|
Completed within one business day, 90% of the time |
Completed within one business day, 90% of the time |
Medium |
Response time within 2 hours to customer by support personnel |
One Business Day to respond to user inquiry and inform user of current status of issue |
|
Completed within 2 business days, 90% of the time.
|
N/A |
Low |
Response time one business day to customer by support personnel |
One Business Day to respond to user inquiry and inform user of current status of issue |
|
Completed within 5 business days, 90% of the time
|
N/A |
A yearly report will be made available on the web site showing response and completion time statistics.
In the event a request cannot be handled within the indicated time frame, the customer will be notified and given a estimated time for response or completion.
