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| Service Priorities |
All work undertaken by CHECiT staff will be prioritised on a five-tier scale for the purposes of managing a response. These priorities are to be used as a guideline for how work will be prioritised in a "normal" situation.
Each partner Director can negotiate priorities on a case-by-case basis. How do I know when my service request is going to be done? | Priority | Impact/Operation | Typical services | | Priority 1 | Critical Impact, Server Down, Network Inoperative, (all work stops) | - Centre or Building not connecting to network
- Failure of off-campus links
- Server failure (email, web, file and print services)
| | Priority 2 | High Impact, Localised Disruption Group, Inoperative, (group work stops) | - No Printing to a shared printer or Print queue not working (unable to print to alternative printer)
- Group cannot see servers
- Lab hardware faults
- New user accounts
| | Priority 3 | Moderate Impact, Individual outage, (individual's work is stopped) | - Computer crashed or not working (no alternative computer)
- New staff member requiring new computer
- Local printer not working
- Network unavailable
- Network switch/hub patching for staff
- Email not working
| | Priority 4 | Minimal Impact, Individual outage, (work can continue) | - Software application functionality problems
- Restricted printing (ie. can print to another printer but not default printer)
| | Priority 5 | Scheduled Process or Individual Configuration (work can continue) | - Install replacement computer/printer (still has computer/printer access)
- Software Upgrades
- Scheduled computer relocations/new installations
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Updated: 04 March 2013 |
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