Service Level Guidelines
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Modified March 13, 2013
ITS Maintenance Schedules for Products and Services
Performance Against Service Level Guidelines
When ITS receives your support request, we analyze the severity of the problem and assign a priority based on definitions within the Service Level Guidelines.
To measure and communicate ITS service support performance against target resolution times for each priority ITS publishes current metrics and whenever possible adjustments made for improvement.
| Percent Total Customer Support Requests Meeting Resolution Times by Priority (Data current through February 28, 2013) |
|||
|---|---|---|---|
| High | 90% | ||
| Medium | 88% | ||
| Low | 97% | ||
More information about HOW DOES ITS PRIORITIZE MY SUPPORT REQUEST? and Target Response, Resolution, and Update Times is included within the ITS Service Level Guidelines.
Customer Support Experience Rating
| Baseline: 97% very satisfied/satisfied (Calculated July 1, 2011 - January 31, 2012) |
|
|---|---|
| Current random sample very satisfied/satisfied | 99% |