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Incident Notification Escalation Process

Prioritization of an Incident or Failure: All calls will be prioritized and dealt with according to their level of urgency.

 

P1C (Classroom Hotline) – occurs when there is a disruption to a class that is in progress. This could be a printer failure (out of paper or paper jam), a podium microphone is not working, or the instructor is having issues with the projector. Support is provided to investigate the failure within 15 minutes of a call being placed with the Service Desk.

 

P1 – Campus Wide – occurs when a core service or system has failed and is affecting the entire campus. An example of a core service is the phone system, email system or an enterprise application such as MyCampus, Banner or WebCT. Support is provided to investigate the failure within 1 hour of a call being placed with the Service Desk.

 

P2 – Limited Campus Area – occurs when a core service has failed but the impact is limited to a portion or section of the campus. Examples of a core service are the phone system, email system or an enterprise application such as MyCampus, Banner, Blackboard or DC Connect. Support is provided to investigate the failure within 2 hour of a call being placed with the Service Desk.

 

P3 – Limited Campus Area – occurs when a core service has become degraded in status but, a work-around is available. For example the system may be sluggish. Users are still able to use the system but, they are experiencing delays or performance issues. It also applies to non-core services which include Outlook email and Printing Services. Support is provided to investigate the failure within 24 hour of a call being placed with the Service Desk.

 

P4 – Occurs when the issue is impacting one person. An example is a client is having issues with specific software on a laptop or desktop. Every attempt to resolve this issue while the client is on the phone or at the service desk will be made. Support is provided to investigate the failure within 72 hour of a call being placed with the Service Desk.

 

 

** Click here to view the Incident Notification Escalation matrix **

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