This document defines the help desk policy of the College of Medicine Curriculum Information Management System (One45) service-area. To ensure this role is carried out in a timely and quality manner for all stakeholders, this policy assigns priority levels to problems or incidents to align them with University, College, and department / unit priorities and policies.
The goal of this policy is to inform staff, faculty, administration, and learners at the College of Medicine of the method by which help desk requests will be prioritized and to establish service expectations for resolution times.
This policy applies to all local and remote faculty/ instructors, administration, staff, and learners and any other parties who rely on access to One45.
The table on
Appendix A shows priority levels for requests, a brief description of what constitutes each priority category, and timelines for response and resolution within the One45 Support service-area. These priorities represent multiple first-in-first-out queues. Highest priority issues are addressed first, and once a priority queue is cleared, the next lower priority queue will receive assistance, and so on. Priorities are not based on the level indicated by the requestor, but will be set or adjusted by support staff according to the descriptions in
Appendix A. Priority levels are based upon urgency and impact (individual, group, and service-wide).
First Contact Resolution: We will attempt to resolve your request the first time you contact us so as to reduce any unnecessary delays or multiple contacts, without introducing any new problems.
Most "how-to" and information requests will be resolved using the progressive support model:
Problems and requests designated as Level 1 Severity will take priority. Level 4 Severity issues hold the lowest priority.
Problems and requests within each priority category will be handled on a first-come first-served basis.
In some cases, special consideration will be given to mobile and remote individuals whose access to resources may be more constrained.
** In the event of a natural disaster, failure of a utility (such as electrical power), or other situation resulting in multiple Level 1 issues, stated response and resolution times may be longer.
Requests for external information will be redirected to the source of the information being sought rather than attempt to collect and relay the information. Operational and process questions will be redirected to the manager(s) of the operational area(s) or the process owner(s).
Management and leadership must ensure their direct reports understand the scope and implications of this policy and that a copy is made readily available in their area.
College of Medicine IT Unit support staff will provide all technical support services within established parameters, using a variety of modes such as email, phone, remote presentation, materials, etc. Requests which require approval or review by additional stakeholders may either be coordinated internally or may be returned to the service requestor to fulfill any necessary pre-requisites.
System-wide: relating to the entire set of interacting or interdependent components forming the integrated solution (eg. One45 application, CAS/ Authentication, etc.)
Group-wide: relating to a specific group/ program in One45 consisting of more than 1 person
User-specific: relating to a specific person
support request): a formal request to support the resolution of an incident or problem
Ticket: another term for a
Business hours: Monday to Friday, 8:30am to 4:30pm, excluding
Ownership of this policy falls to the management of the College of Medicine IT Unit. For any questions about this policy please contact
Appendix A: Priorities Table
Resolution Time Target(business hours)
Severity Level:1 – Blocker
Determined by ITU
** no SLA for multiple items
Severity Level:2 – Critical
Scope:System-wideor Group-wideor User-specific
Severity Level:3 – Major
Processed by:App. Support, or Specialist
Severity Level:4 – Minor
Processed by:App. Support, or Specialist