Support Service Priorities and Escalation Procedures

When a problem arises, please call the OTIS helpdesk for assistance:

• Helpdesk staff will attempt to correct the problem remotely through Remote Assistance, Terminal Server, or AdTerm/Remote Assistance with VPN clients

• If the problem cannot be resolved remotely and requires a technician visit or callback, the helpdesk staff will prioritize and assign a ticket. The customer will receive an email identifying the ticket number, the technician assigned to the ticket as well as the priority assigned to the ticket and a brief summary of the problem.

 

The helpdesk will assign tickets priorities based on the following:

• Priority 1 - Customer is unable to perform duties and no alternate procedure exists. (Examples are computer blue screen error or computer fails to boot) Customer can expect that a technician will contact and see them within an hour of the ticket being created.
• Priority 2 - Customer is able to work at acceptable level awaiting service appointment. (Examples are unable to print to a particular printer or slow computer issues) Problem has not caused work to stop or there is an alternate procedure to resolve the issue. Customer can expect a 1 day business hour response by the technician
• Priority 3 – If the situation is not time sensitive as customer is able to work without the service being done immediately or work is scheduled. (examples are, reformat machine, new keyboard/mouse setup) Customer can expect completion within 3 days of ticket being created.

Providing a resolution time is hard to predict or guarantee because of variables involved with day to day operations and the existing amount of tickets. Please consider the availability of necessary parts, scheduling of an external vendor visit for service/repairs, and existing high priority tickets when setting priority.

 

 

 

Special Situations:

• PC Refresh
  Due to the volume of new computer systems that arrive during the pc refresh, tickets will be created for new computer installation and handled by integrating that work with currently assigned tickets/calls coming into the helpdesk.
  
• Office Moves
  Moves will be handled on a case-by-case basis and coordinated with the department and/or customer in question. Because of the variety of issues involved in an office move or rearrangement, both OTIS and the department will work to establish a timeline of events. We do ask that OTIS be notified in advance of moves so that we can properly coordinate and assist with any moves.
  
• Wireless Access
  While there are many areas of the UT System Administration complex that have wireless networking available, we do not guarantee a wireless connection to the network from everywhere in the complex. We will make a best effort attempt to connect them wirelessly, but if a connection is not available we will attempt alternate methods of connection.
• After Hours Emergency Support
  After hours (beyond normal business hours of M-F 7:30 am – 5:30 pm) call the Helpdesk (512.499.4357) and follow instruction for obtaining emergency assistance or for reporting network outages. Most emergency contact cell phone numbers are available by dialing the Name Connector at 512.499.4566 and saying the name of the person + cell phone, i.e. Paula Miner Cell Phone.