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Technology Support Center- Triage System

When calls and emails come into the TSC Help Desk, they are assigned a severity level and work is processed according the severity level.

 

What Are the Severity Definitions?
Level 1 - System or device down, critical business impact, no workaround available, notify management immediately, begin resolution activities immediately.

Level 2 - System or device down or level of service degraded, potential business impact, an alternative or bypass is available.

Level 3 - Not critical, customer can wait, a workaround is possible with limited operational impact.

Level 4 - Not critical, customer can wait, a workaround is possible with no operational impact.