Contact Information

Technology Services
IT Help Desk
Urgent Requests: x3444

Help Desk Priorities

Priority 1:

This level is top priority and requires immediate attention and resolution. Priority 1 issues affect all student users, all administrative users, or both. Problems affecting small numbers of people may be considered priority 1 if they are related to mission critical systems. Examples (but not limited to):

  • Internet access is down.
  • D2L is down.
  • ISRS/MAPS is down.
  • Registration function of webpage goes down during open registration events.
  • Critical network server is down.
  • The website is down.
  • The e-mail system is down.
  • No electricity on campus or in a single area

In the event that more than one priority 1 issue exists at one time, they shall be further prioritized in the following order:

1-1. A problem that affects all users, both employee and student.
1-2. A problem that affects all student users.
1-3. A problem that affects all admin users.
1-4. A mission critical component of a system is down.

Priority 2:

Problems that fall into Priority 2 include those that affect multiple users, or individual problems that prevent a user from performing their work or study because there is no other means of completing their work or study. Examples (but not limited to):

  • A class cannot be conducted due to a technical problem.
  • Printing is unavailable for a classroom, department, or building.
  • A specific database process is not functioning.
  • A new shared web area needs to be created.
  • A user needs to be added to D2L.
  • Administration cannot get access to the internet.
  • Unable to access e-mail or VIC offsite due to a password expiring.
  • Forgotten password or password reset.
  • E-mail mailbox is full and user cannot send/receive messages.
  • Restore files that have been deleted and are essential.
  • Student forgets D2L, Live @EDU, ASAP, or user password.
  • Temporary account creation through VIC or extension of temporary account.
  • Single user cannot access Z: drive.
  • Low/intermittent wireless signal.

In the event that more than one Priority 2 problem exists, they shall be further prioritized as follows:

2-1. A problem that affects multiple student users.
2-2. A problem that affects multiple employee users.
2-3. A problem that affects a single student user, and prevents them from performing their
academic work
(e.g., in a full class, student cannot move to another machine).
2-4. A problem that affects a single employee user, and prevents them from performing their work.

Priority 3:

Problems that affect single student users, but do not prevent them from performing their academic work. Examples (but not limited to):

  • Single workstation unable to print.
  • Computer crashes multiple times but does not stop working.
  • Configuring personal laptop for campus wireless connection.
  • Computer unusable, but another station is available to move to.
  • Student needs assistance with a program in the Open Lab.
  • Single workstation keyboard/mouse replacement.

In the event that more than one problem falls into this category, they will be addressed in the order in which they were reported.

Priority 4:

Problems that affect individual users, but do not prevent them from performing their work. (e.g. User can print to another printer for now.) Examples (but not limited to):

  • Single user unable to print.
  • Single user unable to access a specific VIC function.
  • Computer runs slowly, or crashes infrequently.
  • An employee needs to be added to a shared area.
  • New shared web area needs to be created.
  • A user needs to be added to the ISRS system.
  • Software support for single user.
  • Scanner is down but user is able to work at another.
  • Virus on a single computer.

In the event that more than one problem falls into this category, they will be addressed in the order in which they were reported.

Priority 5:

Scheduled changes, Installations, and moves. Examples (but not limited to):

  • Change of name due to marriage.
  • New employee setup:new computer, e-mail access, phone.
  • Installnew software on a single machine.
  • Moving of a single PC/phone.
  • Upgrading a workstation.
  • Receiving a laptop to replace a desktop.
  • A faculty member has requested a new program to be installed in a lab for the following semester and has met the Software Request deadline.

Priority 6:

Projects: Same as scheduled work orders except theyaffect a large number of people. Used for long-term and ongoing projects where the deadline is more than one month away. Examples (but not limited to):

  • Moving of a department (computers/phone).
  • Installation of new software for a department.
  • Lab renovations.
  • Installation of a new campus wide system requiring long term testing and implementation (i.e. PointSec, VPN connection, Virtual Server).
  • Network Cable run to an office space.
  • Review of software before purchasing.
  • Add PCs to a classroom.
  • Microsoft patch to fix a large security hole in Microsoft Word.