Service Desk - Tier 1 Services

Base Level Services: 
  • Application administration support is available 8am - 5pm, Monday - Friday.
  • Request Logging
  • Initial Troubleshooting
  • Tier 1 Request Fulfillment/Resolution
  • Knowledgebase Management
Service Level: 

Service availability: The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.

Scheduled and Unscheduled Maintenance: Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance.  Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.  

Backup and Disaster Recovery: In the event of a disaster, services will be operational in the DRS within six hours

Incident Response: Target is 85%

Incident Response

Priority Response Resolution
Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks 30 minutes 8 hours
High 1 hour 8 hours
Normal 1 business day 3 business days
Low 1 business day 5 business days
Planning 1 business day 5 business days


Customers Served: 
UNTD College of Law
Service Type: