What are the priority options when I am creating a Support Request?
There are many priority options to choose from when you are creating a Support Request. The priority option you choose will help the technician understand the urgency of your request or the impact of the problem you are encountering.
The following are the priority options and their corresponding service level agreements in our ticketing system, available at https://techsupport.eiu.edu.
0 – Urgent
- The issue impacts multiple users on multiple systems and requires near immediate response
- SLA = 1 business hour to respond | 7.5 business hours to resolve
1 – High
- The issue impacts multiple users and they have no workaround requiring quick response
- SLA = 4 business hours to respond | 15 business hours to resolve
2 – Medium
- The issue impacts 1 user and they have no workaround requiring somewhat quick response
- SLA = 7.5 business hours to respond | 22.5 business hours to resolve
3 – Low
- The issue impacts one or more users but they have a workaround
- SLA = 15 business hours to respond | 37.5 business hours to resolve
Project
- Use this if the request is a planned project, not break/fix
- SLA = no deadline automatically set
