How DLIST Prioritizes Support Calls
In order to ensure the most reliable service to all our customers; DLIST prioritizes how it handles all of its support calls. We give higher priority to resolving problems that are affecting a large number of customers or services. We hope this document provides a measure of understanding and logic to how we respond to customer needs. Send questions or comments via an e-mail message to Helpline (helpline@u.library.arizona.edu) about this document.
Helpline Call Priorities
Critical - System wide problems and services which affect a large number of our customers. This includes network, server, major databases, e-mail, pharos printing, and remote access problems. DLIST will make every effort to resolve the problem within 4 hours.
DLIST gives full attention to resolving the problem, sometimes at the expense of lower priority resources and services. In some cases, when we are waiting for support from external units such as CCIT or Innovative Interfaces, Inc., or for a hardware part, we may experience delays out of our control. Status announcements and updates will be generated through e-mail or phone calls.
Priority - An important "group" of machines fail or other groups of shared resources are down. This includes electronic classrooms, shared network and DeskJet printers, and public computers. DLIST will make every effort to resolve the problem within 24 hours
ASAP - Individual component failures. This includes both public/staff computers and peripherals. DLIST will make every effort to resolve the problem within 72 hours.
As Work Allows - Non-time critical requests. This includes hardware and software upgrades not critical to accomplishing work. These requests are assigned to DLIST staff according to internal work procedures.