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The Technology Department prioritize all questions/service requests according to their urgency to ensure appropriate response time to the large number of requests received. Problems that prevent faculty, staff or students from performing their work completely are given a higher priority than requests for assistance when other options are available to the user. Regardless of priority, immediate resolution of service requests in person or by telephone is always desirable.

The technical response time is the time between when your service request is entered into the work order queue and when a technical expert assigned to the service request will begin working on your problem. Technical response time is not the amount of time between the sending of your service request and the completion of work on your problem. The time needed to solve your problem depends upon many variables. The technical response time is valid Monday through Friday only.


Priority Level


Technical Response Time

The time between the technical expert reading the ticket for the first time, or being paged [priority critical and rush], and when she/he begins to work on the work order

Critical
Within 30 minutes
Rush
On the same day
Normal
Within 48 work-hours
Low Within 5 business days.
Low
Technology Department responds within 72 work-hours

Critical

Complete stoppage of work within an entire building or group -- no options available for work to continue. The technical expert will begin working on the problem within 20 minutes of the problem report being assigned this priority level.

OR

Direct orders from Superintendent, Assistant Superintendent, or Business Manager to place service request as "Critical" priority.

Rush

Complete stoppage of work for an individual - no options available for work to continue.  The technical expert will begin to work on this problem on same day the problem report is assigned this priority level

Normal

Problems affecting any number of users and/or individual users.  The problem does not result in complete stoppage of work. The technical expert will begin to work on the problem within 48 hours of the problem reported being assigned this priority level.

Low

Problems classified at this level affect a user or users on a minimal level.  The problem does not result in any stoppage of work.

OR

Problems classified at this level are reserved for situations that may require testing, prototype work, modifications, upgrades or additional features to be added to an application or system; and that system or application is not currently adversely impacting staff or patrons. The IT supervisor will respond within 48 hours of the problem report being assigned this priority level.

 

 

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Last modified: 08/11/09.