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| NORMAL | Definition: Problem affects one user. First response: IT Help Desk (x7777). Escalation: Help Desk Techs will escalate to other IT personnel as appropriate during normal business hours. After hours: After hours support provided by IT Operator (x7007). Exceptions: Holidays. |
| MEDIUM | Definition: Problem affects multiple users in one area of non-critical application; or, affects a few users in one area of a critical application. First Response: IT Help Desk (x7777). Escalation: Help Desk Tech will escalate to other IT Personnel as appropriate during normal business hours. After Hours: After hours support provided by IT Operator. Exceptions: Holidays. |
| HIGH | Definition: Problems affects many users in one or more areas of critical applications and/or network locations. Critical Applications: In order of business priority. 1. Payroll 2. Registration 3. Grade Input 4. Vista Assessment 5. Online Courses (Vista, WSU Online) 6. ChiTester 7. Etc. Critical Network Locations: Student Services Center, etc. First Response: IT Help Desk (x7777). Escalation: Help desk will escalate to other IT personnel, including off-hours. After Hours: After hours support and escalation provided by IT Operator (x7007). Exceptions: |
