IT Support Standards & SLA
IT provides 24/7/365 support
Please use the following support matrix to assist you in identifying incident priorities.
Incident Prioritization
Submit Tier 1/2 (standard issues) using the following channels below:
- Submit a request using the IT Ticketing system: https://jushico.zendesk.com/
- For immediate assistance, connecting you directly to IT, call 248-491-3779
Submit High/Urgent (business critical, high impact) issues by calling the Helpdesk: #: 248-491-3779
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Submit a ticketing request: https://jushico.zendesk.com/ |
Emergency IT #: (248) 491-3779 |
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Status |
Tier I |
Tier II |
High Risk |
Urgent |
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Definition
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Low-priority incidents are those that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained. |
Medium-priority incidents impact a few staff and interrupt work to some degree, no impact on revenue. Customers may be slightly impacted or inconvenienced, but no major impact to business operations. |
High-priority impact many users or customers, interrupt business, and impact service delivery – impacts revenue. These incidents almost always have a financial impact to business operations. |
Urgent- Priority incidents affect a large group of users, the entire organization, or has a significant, negative impact on business operations and is expected to be resolved, either by true fix or by workaround, within a timeframe based on the organization’s Service Support Major Incident Protocol. |
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Incident Support |
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