University Technologies Services

24x7x365 support Once a month maintenance sat-sunday 6pm-6pm (12hrs) Critical services: First Thursday of each month, beginning at 10:00 pm until 6:00 am on Friday

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Service level recording: annual Response time/ escalation

University of Texas at Austin Information Technology Services (provider)

Managed IT support

Key Metrics

Tier 1 call answered by a live person: 70% Tier 1 call resolution on the first call: 60%

Supported Computing Environment

Managed IT Support provides desktop support for faculty and staff in colleges, schools and units campus-wide

Status Definitions with Initial Response Times

Critical - Within 30 minutes: Catastrophic inability to complete job duties. Example: computer does not turn on or boot up properly.

High - Within 2 business hours: Loss of a major job duty. Example: E-mail not working, not connected to internet, inability to print at all. VoIP (basic) not working, no phone service. Example: cannot receive incoming calls and cannot make outgoing calls.

Medium - Within 4 business hours: There is a problem to be solved, but customer is still functional and has other options available. Example: Desktop printer is not working, but customer has access to departmental printers. VoIP (basic) phone working but voice mail not working.

Normal - Within 8 business hours: General request for machine setup reformat or other tasks that are not time sensitive. Example: User needs help but will not be available until a few days later. General requests for VoIP (basic), such as, feature changes, phone relocation, adding/changing service, and new phone