Faults and priorities

The following are the agreed levels of criticality that can be applied to a problem by the Client Support staff:

Priority

Definition

Target response time

1

The problem has caused system/s to be unusable at a critical time to a number of users. There is no workaround.

Immediate

2

The problem has caused system/s to be unusable at a critical time to a single user. There is no workaround.

One hour

3

The problem has caused system/s to be unusable at a critical time. There is a workaround but it is not sustainable.

Four hours

4

The problem has caused system/s to be unusable at a non-critical time.

Next working day

5

The problem is causing system/s to be difficult to use or to perform poorly.

Two working days

6

The problem is annoying but is not causing major impact and should be rectified.

One week

None

Minor nuisance or scheduled jobs.

n/a

NB: In the event that parties cannot agree on the level of criticality to be applied to a particular job, the issue will be referred to the Director, ITMS for resolution.

Response to a reported problem

Response by Client Support to a reported problem will include:

  • a job number or reference from the Client Support database
  • rectification of the problem or referral to the appropriate support team
  • an estimate of when work on the problem will be commenced
  • an estimate of how long the problem will take to rectify
  • broadcast of advice where a significant number of users are affected, if appropriate.

ITMS

Contact information

W: logit.cdu.edu.au

Location
IT Kiosk, Red 1, Casuarina campus
Office hours: 8am - 4pm, Mon- Fri (CST)

Telephone
08 8946 6600 (ext 6600)
Phone hours: 7:30am - 6pm (Mon - Thu)
7.30am - 5.30pm (Fri)

News

ADAPT Technologies


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