Criteria

Target Response

Target Resolution

Total loss of critical Business system, no workaround available.

Example: No connectivity to departmental business system or College Email System.

Immediate

As soon as possible with periodic progress

updates to affected staff.

Total loss of non-critical business system or affects more than five individuals, no workaround available

Example: No access to email, no connectivity to secondary business system, classroom cannot login, network printing not available.

Within 4 hours

As soon as possible with periodic progress updates to affected staff.

Affects less than five individuals, no workaround available.

Example: Computer with critical data won’t boot.

Within 8 Hours

Within 2 working days

Affects less than five individuals , workaround available: Example: Can’t check email from one computer but can use another

Within 2 working days

Within 5 working days. 

No immediate effect on productivity. Example: Request for additional software/hardware

Within 5 working days

Resolved as soon as possible depending on the work load of the team members. Regular updates to requested staff.

No effect on productivity. Example: upgrade of memory in classroom

Within 2 weeks

Halfterm/Holidays