Response Priority Explained Clause Samples

Response Priority Explained. OIT’s IT Service Center uses the following guidelines in prioritizing requests and will strive to begin working on the problem within the target timeframe. Actual response times may be shorter or longer depending on volume of requests, weather, traffic, etc 6.1.1. Impact is rated high, medium or low: ● High: Incident is affecting an entire building or campus, a customer-facing enterprise service is unavailable or a “1-most critical” business service is impacted. ● Medium: Incident is affecting a department or group. An internal or external-facing enterprise service is unavailable or a non-critical business service is impacted. ● Low: Incident is affecting a single user. 6.1.2. Urgency is also rated high, medium or low: ● High: Incident is occurring during a critical business period, the Incident is preventing a team or department from conducting their primary business processes and there is no workaround available. ● Medium: Manual workaround is possible; the team or department is still able to conduct normal business processes. ● Low: Does not require immediate attention. 6.1.3. Priority is calculated based on the impact and urgency as seen below 7.1. Urgent - LST Classroom Support will respond to service requests and dispatch A/V Support personnel within 15 minutes from LST receiving notification of an issue from the ITSC