Core Services Catalogue - BCIT

Service level objective
Service level targets:
Core Institute Support:
� 1 st contact from Service Desk:
Severity 1 – 3: immediate to 15 minutes via updated messages on
the main Service Desk phone number during regular operating
hours
Severity 4 – 7: within 2 hours via phone and 4 hours via e-mail,
during regular operating hours
� Troubleshooting / resolution* on a priority basis:
Severity 1 – Institute or campus-wide outage: 2 hours or less
Severity 2 – Building outage: 3 hours or less
Severity 3 – Classroom or departmental / work group outage: 4
hours or less
Severity 4 – Single client outage: 1 working day (to point of
temporary or permanent workaround)
Severity 5 – Single client has partial outage with workaround: 3
working days
Severity 6 – Single client has minor problem: 5 working days
Severity 7 – Service request for new work: scheduled as per
estimated service request turnaround times (See Appendix III)
* Note – Troubleshooting and resolution will be coordinated by the
Service Desk and dispatched to the appropriate IT Services group.
Limited Support:
� 1 st contact from the Service Desk within 1 working day
� All further work will be estimated and scheduled as time permits
No Support:
� 1 st contact from the Service Desk within 1 working day
� No assistance available. However, the Service Desk may be able to
direct you to other resources
Incident metrics:
90% client satisfaction (rated as “satisfied” or “very satisfied”)
Service Desk
Version 5.0 – Effective June 30, 2012 11