Response Time:
The response time is how quickly the Technology Department will respond to the incident, regardless of severity level.
Escalation:
Escalation occurs when the response time has passed without an adequate solution to the incident ticket. This amount of time varies based on the priority of the incident ticket.
Priority | Response Time | Escalation Time | Resolution |
Urgent | 20 Minutes | > 20 Minutes | Within 3 Hours |
High | 1 Hour | > 1 Hour | Within 7 Hours |
Medium | 3 Hours | > 3 Hours | Within 2 working days |
Low | 24 Hours (1 Day) | > 24 Hours (1 Day) | Within 5 working days |
Urgent
Please call Technology at x5050.
Urgent incident tickets are considered to stop instruction impacting 25 or more staff/students, with no workaround. Critical tickets are immediately raised to the Director of Technology. The Director will maintain awareness and continuous communications between Technology and the District for updates and resolution.
High
High incident tickets generally affect < 25 staff/students and have a significant impact on efficiency for the staff/students with no know workaround.
Medium
Medium incident tickets may affect select staff/students, or a department, but may have difficult workaround in place to continue operations.
Low
Normal or Low incident tickets do not require immediate attention or involved long-term planning. These incidents typically impact a single user, or < 5 staff/students. May have a slight impact on efficiency, and generally have an acceptable workaround.
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