Service priority matrices
All calls made to the IT Service Desk will be allocated a priority. This priority will determine how quickly you can expect your call to be actioned and resolved. If you have additional information that may affect the priority of your call, this will be considered along with the impact level of your call.
Once the priority of your call is determined, you will be informed of the maximum time you can expect to wait for your call to be actioned.
The target time frames for each of our priorities is defined in the priority matrix.
(status of service)
(scale of affected users)
|University-wide and beyond||Campus / Site||School / Directorate||Team / floor||Individual|
|Service totally unavailable||P1||P1||P1||P2||P3|
|Performance poor or unacceptably slow||P1||P1||P2||P3||P4|
|Interferes with normal completion of work||P1||P2||P3||P4||P5|
|Tasks are made more difficult, but are not impossible to complete||P2||P3||P4||P5||P5|
|Interferes with recreational, or non-business related use||P3||P4||P5||P5||P5|
Priority code definitions
Priority is described an a scale of P1- P5 (with P1 being the highest priority)
|Priority code||Urgency of response||Target response (within core hours)||Target resolution (within core hours)|
|P1||Immediate, sustained effort using all necessary and available resources until service is restored||Immediate response, action within 1 hour||1 working day|
|P2||Immediate response to assess the situation, staff may be interrupted and taken away from low or medium priority jobs||Immediate response, action within 2 hour||2 working days|
|P3||Response using standard procedures and operating within the normal frameworks||Email notification of call being logged within 1 hour. Response by email or phone within 1 working day.||5 working days|
|P4||Response using standard procedures and operating within the normal frameworks as time allows||Email notification of call being logged within 1 hour. Response by email or phone within 1 working day.||10 working days|
|P5||Response using standard procedures and operating within the normal frameworks as time allows||Email notification of call being logged within 1 hour. Response by email or phone within 1 working day.||15 working days|
The Service Level Objective aims to resolve 70% of incidents within the target resolution time.