PSD Computing support priorities

With limited resources, PSD Computing must prioritize certain requests for support over others.  Below, we summarize how we determine the urgency of your requests.

  1.  Highest Priority  Issues that prevent or severely impede that ability of multiple users to perform their jobs or studies.  Issues that impose a significant financial burden on, or have the possibility of harming the reputation of the Division or University.

    • Failed multi-user systems.. off-line file or webserver

    • Compromised public-facing systems.. compromised or vandalized web servers

  2. High Priority  Issues that prevent or severely impede that ability of a single user to perform their jobs or studies.  Non-critical issues that affect the ability of multiple users to perform their job or school functions are also considered high priority.

    • A single failed computer system

    • Serious account issues

  3. Moderate Priority  Non-critical issues that do not affect the core functionality of a computer system or service but which impede the ability of our clients to get work completed in an efficient manner.

    • Diagnosis of computer performance problems

    • Diagnosis of problems with non-critical peripherals

    • Problems for which no temporary workarounds are available

  4. Low Priority  Any support requests which do not address an immediate problem.  Any requests to support personally owned hardware.

    • Replacement of functional computer systems with newer computer systems.. upgrades

    • Installation of software or hardware which is not immediately required

    • Personally owned equipment used to conduct University business.. personal computers, cellphones, etc.