There are four levels of severity for IT problems: Urgent, High, Medium, and Low. You are required to submit a severity level when writing a ticket. Please note that IT may change your severity level as part of the standard process. Below are guidelines describing the various levels.
1 - Urgent: An urgent problem is one that will significantly impact the operation of the company if it is not resolved as soon as possible. Most users should never have a problem this severe.
Examples:
"My computer has been remotely accessed by an unauthorized person"
"I accidentally published my dropbox credentials online"
"My laptop was stolen"
"My antivirus found a keylogger on my system and I don't know how long it's been there."
Resolution procedure: One or more members of the IT team will drop other priorities in order to address. GS Management and Partners will closely monitor or get involved directly. One or more service or support personnel may be contacted. If one of these never happens, we'll be grateful. 1-2 hours to resolution.
2 - High: A High priority problem is one that significantly impacts your personal productivity and ability to meet deadlines. Many users will experience this level of problem, rarely or occasionally.
Examples:
"My computer doesn't boot/display/power on"
"Whenever I do X, Program Y crashes" (where X is not avoidable)
"None of the vowels on my keyboard work"
Resolution procedure: Based on circumstances, a temporary computer may be issued. This will become a high priority for one or more IT personnel, though not necessarily in lieu of current tasks. GS management may monitor, but not likely get involved directly. If internal fix is not possible, service personnel may be called in directly. 5-6 hours to resolution.
3 - Medium: A Medium priority problem is one that has a negative effect on your work, but doesn't necessarily impact your ability to meet deadlines. Most problems of most users will fit into this category.
Examples:
"My trackpad doesn't work"
"Whenever I do X, Program Y doesn't function correctly" (where X is an avoidable thing, even if inconvenient)
"My backspace key doesn't work"
Resolution procedure: A temporary computer or other resources may be issued. IT personnel assigned to this task will add it to their current priorities. Will likely be worked into the standard service cycle. 24 hours to resolution.
4 - Low: A low priority problem is one which may impact your quality of life or work, but not in a significant way, or has readily available workarounds. Or a problem without a necessary time-horizon for repair.
Examples:
"There's a dead spot on my display"
"My CAPS LOCK key doesn't work"
"I can't launch Firefox"
Resolution procedure: IT will suggest workarounds and monitor the situation. When time permits, additional solutions will be researched. May be worked into service cycle if cost permits. 5-6 working days to resolution.