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HelpService Catalog: OAAIS Customer Support Service Desk
Service Description
The Service Desk is the first point of contact for repair or help with all
OAAIS services. We are open Monday through Friday from 7 a.m. – 6 p.m. to help
solve your requests.
____________________________________________________________
Availability
Please contact us in any of the following ways:
- Online: help.ucsf.edu
- Phone: (415) 514-4100, option 2
- Email: CustomerSupport@ucsf.edu
Service Levels
Incidents and Service Requests
Ticket Creation
Any critical Incident or Service Request should be initiated by calling the OAAIS Service Desk (see above, under Availability).
Upon creation of a ticket, the customer will automatically receive through email a Receipt Confirmation with the ticket number. This confirmation denotes that the Incident or Service Request has been logged at the OAAIS Service Desk and is being assigned to a work group. The customer is responsible for ensuring that their email address is provided to the OAAIS Service Desk for update and resolution notification purposes.
Ticket Prioritization
The OAAIS Service Desk assigns a Priority to every Incident or Service Requests that is initiated. The OAAIS Prioritization Model (application/pdf, 76.5 kB, info) is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.
The Priority assigned to a ticket depends upon:
- The Impact on the business: size, scope, and complexity of the incident
- The Urgency to the business: time within which resolution is required
- The resource availability
- The expected effort in resolving or completing a task
For guidelines in determining Impact and Urgency, as well as the criteria for the calculation of the Priority of a ticket, see the OAAIS Prioritization Model Criteria.
Service Desk Target Response Time
The following Priority Chart shows response time after creation of a ticket by the Service Desk. Times are based on business hours, M-F, 7 a.m. – 6 p.m. If a ticket is initiated by a telephone call, it will be created within 10 minutes; if initiated by email, the ticket will be created within 48 hours.
The Target Response Acknowledgement Time is the time the Service Desk has to respond to the customer to acknowledge receipt of the ticket and that it is being actively worked on.
|
Priority |
Target Response Acknowledgement Time |
|
Urgent |
15 minutes |
|
High |
30 minutes |
|
Medium |
2 hours |
|
Low |
1 business day |