The Respond By and Resolve By times exist within our operational hours, which are defined as 7:30AM-5:30PM, Monday-Friday, excluding University holidays.

All IT related tickets will have one of the above SLA timelines attached to it set within the operational hours stated. 

Priority Level Definitions & Examples

IT – Urgent

Response Target: 10 minutes
Resolution Target: 4 hours

Definition:
Issues that cause a critical disruption to university operations and require immediate attention. This may include widespread system outages or high-impact issues affecting a single user when the timing or role makes the impact mission-critical.

Examples:

• Classroom technology failure during active instruction

• Major system outage (LMS, ERP, phone system, network core)

• Widespread internet or Wi-Fi outage

• Security incident or suspected breach

• Executive leadership unable to access systems during a critical meeting

• Technology failure during accreditation, board meetings, or live events

• Single-user issue that halts time-sensitive academic, clinical, or business operations

Impact:
Significant disruption to instruction, clinical operations, executive leadership, compliance, or institutional business, even if limited to one individual.

IT – Standard

Response Target: 10 hours
Resolution Target: 20 hours

Definition:
Issues that impact a single user or small group but do not stop core operations.

Examples:

• Individual workstation malfunction

• Software error affecting one department

• Printer failure in a non-critical area

• Access issues for a single user

Impact:
Limited operational impact. Work may continue with minor disruption or workaround.

IT – Scheduled

Response Target: 10 hours
Resolution Target: 100 hours

Definition:
Requests that require coordination, planning, or scheduled work outside immediate break/fix support.

Examples:

• Classroom technology installation

• Office moves requiring equipment relocation

• Network port activations

• System configuration changes requiring change management

Impact:
No immediate disruption. Work is planned and scheduled in coordination with stakeholders.

IT – Purchasing

Response Target: 10 hours
Resolution Target: 300 hours

Definition:
Requests requiring procurement, vendor coordination, approvals, or asset lifecycle processing.

Examples:

• New computer or hardware purchase

• Software licensing requests

• Peripheral equipment orders

• Replacement of end-of-life devices

Impact:
Dependent on vendor lead times, budget approval, and procurement workflows.

IT – Project

Response Target: 10 hours
Resolution Target: 450 hours

Definition:
Large-scale initiatives requiring planning, budgeting, stakeholder coordination, and multiple technical resources.

Examples:

• System implementations or migrations

• Department-wide hardware refresh

• Infrastructure upgrades

• New building technology deployment

• Strategic technology initiatives

Impact:
Multi-phase effort with defined scope, milestones, and resource allocation.