Introduction


Requests are categorized according to a Priority or business impact scale. The InfoStream Team efforts are prioritized based on the business impact of the Request/issue.


Service requests within a Priority level are generally processed on a first-come, first-served basis. Urgent (Priority 1) and High (Priority 2) business impact requests that require immediate response or direct help may be processed out of turn.


When submitting a Service Request ticket, you are requested to supply detailed information (such as email, subject, description, priority of request, attachment) for the support team to properly identify the request/issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in delay of assistance.


Priority of a Service Request ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.


1 - Urgent - (Priority One)


An urgent issue prevents multiple people from working, or jeopardizes the meeting of an important deadline. If your issue meets this description, we strongly recommend that you make your request by phone.


Examples of Urgent tickets:

  • Multiple users have lost connection to network drives or printers and there are no alternatives.
  • A critical computer will not boot, and there is no alternate available.
  • The caller has an immediate deadline or time-critical task that has high financial risk or implications.
  • The caller is giving or attending a presentation and having issues. This includes web conferences.
  • The caller’s computer indicates that it has been infected with malicious software (Virus, Malware, Spyware).


2 - High - (Priority Two)


A high priority issue is a problem that significantly impacts a client’s ability to work.


Examples of High priority tickets:

  • The office has lost access to network drives or printers.
  • Computers are down, but there is another computer that can be used.
  • The office cannot log in to a service.
  • Software issue jeopardizes the meeting of an important deadline.
  • Multiple people are unable to send or receive email.


3 - Medium - (Priority Three)


Medium priority issues are problems that do not completely interfere with a client’s work. There is either a workaround, or the caller can focus on other tasks until the issue is resolved.


Examples of Medium priority tickets:

  • One program or software suite is behaving erratically, but others are working correctly.
  • A printer is down, but other network printers can be utilized instead.
  • You are unable to access certain files, but you able to work on other projects.
  • Changes in access for a user (account creation, deletion, or access modification).


4 - Low - (Priority Four)


Low priority requests are either very minor issues, or requests that are not related to an immediate problem.


Examples of Low priority tickets:

  • Setting up a computer for a caller who presently has one to work with.
  • Requests for software installation.
  • Changes in file access permissions.
  • Setting up a new user a week in advance.