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Report an Incident/Problem

Response Objectives:

Critical incidents-1 business hour
Urgent incidents-8 business hours
High Incidents-16 business hours
Normal incidents-32 business hours

Resolution:

Critical incidents-2 business days
Urgent incidents-3 business days
High incidents-4 business days
Normal incidents-5 business days

Defining Incident Levels:

Critical-incident affects a major part of the academic or business-critical infrastructure
Urgent-incident affects several applications or services; or a large number of users
High-incident is related to a single application or service and side-effects can be safely excluded
Normal-incident has a low impact and low probability on daily academic or business needs

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