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What happens when you log a call

You can log a call online, by email, phone, or face to face.  Your call will be logged in UniDesk, our call management system and it will be prioritised depending on the urgency and impact of the incident (see below).

The system will automatically send you an acknowledgement when your call has been received.  Your call will have a unique call reference number and a date by which we expect to complete the work.  If you need to provide us with further information after you’ve logged a call, please reply to the acknowledgement email, so as to include the unique call reference number.

You can log and track the status of your call using IT Self Service.

Some calls can be answered by first line support (IT Service Desk); however others will need to be escalated to our Specialist IT teams (e.g. Desktop Support, Networking, Systems Support, etc.).

If we ask you to provide further information in order to resolve your issue, we would ask you to do this as soon as possible.  If we don’t hear back from you within 10 working days, we shall assume this is no longer an issue for you - and close the call.

Priority Allocation and Resolution Targets

University A core IT service has failed or is degraded, affecting a significant number of users, or;
Significant damage to the University may result from the incident, e.g. loss of revenue, reputation or security issue.
Department A core IT service has failed, or is degraded, affecting a number of users, or;
A non-key service has failed, or is degraded, impacting multiple locations or users, or;
A user’s university owned desktop has failed.
Individual A non-key service has failed or is degraded, affecting a few users

Urgency Definitions

Highest Critical University deadlines are at risk, no workaround is available
Higher No workaround is available, but there is no immediate University deadline, or;
A workaround is available, and there is an immediate University deadline
Normal A workaround is available, and there is no immediate University deadline

 Resolution Targets by Priority for Incidents*

Urgency Impacts Individual Impacts Department Impacts University

Resolution Target

Normal

Low priority

Target: 10 working days

Normal priority

Target: 8 working days

Medium priority

Target: 5 working days

90%
Higher

Normal priority

Target: 8 working days

Medium priority

Target: 5 working days

High priority

Target: 1 working day

90%
Highest

Medium priority

Target: 5 working days

High priority

Target: 1 working day

Critical priority

Target: 4 hours

90%

Resolution Targets by Priority for Service Requests*

Urgency Impacts Individual Impacts Department Impacts University

Resolution Target

Normal

Low priority

Target: 20 working days

Normal priority

Target: 8 working days

Medium priority

Target: 5 working days

90%
Higher

Normal priority

Target: 8 working days

Medium priority

Target: 5 working days

High priority

Target: 1 working day

90%
Highest

Medium priority

Target: 5 working days

High priority

Target: 1 working day

Critical priority

Target: 4 hours

90%

*IT Services will review these targets annually

In the majority of cases, we will resolve your incident before the target times stated above, however there will be occasions where we cannot meet the target date.

Download a complete document detailing our Service Level Agreement:

SLA 2017 (PDF, 464 KB)