This document describes the response times that service users can generally expect for services currently provided by the ICT Team within OUCS. The primary mechanism for reporting problems and requesting assistance within OUCS is via the Request Tracker (RT) system. Major problems are best reported by phone or in person. Requests are assessed and prioritised according to importance and urgency and will be prioritised accordingly.
Problems will initially be assessed according to the number of people affected, the impact or severity of the problem and the security implications of the problem. The problem will then be assigned a priority accordingly. Change requests will not generally be categorised but will always be assigned a priority of 5.
Response times will be determined by the final assigned priority according to the following table. Normally the time quoted will be the time to resolve 95% of problems. In the case of priority 5 items (requests for change) the time quoted will be the time for a plan of action to be agreed with the customer, rather than resolution of the problem. Times quoted only apply during working hours.
Note that these response times are very new, and will be reviewed and if necessary revised once a month for the next three months (until February 2006).
The following tables give more detail as to the criteria used to assess problems. Note that without going into minute detail, staff judgement will necessarily be part of the assessment process, and adjustment of priorities by staff according to individual circumstances is expected to form part of the process (although we expect this generally only to change a priority by ±1. Change requests will not generally be categorised but will always be assigned a priority of 5.
The combined priorities of any request will be translated into a numerical priority as follows, where 1 is the highest priority and 5 the lowest.
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