Escalation Time. Upon receipt of a help desk call or IT service request, the assigned technician is expected to make a decision on whether to escalate the call within a certain period of time depending on the call’s priority level. FootPrints – A web based helpdesk tracking software that allows clients to submit service requests online. Client requests are automatically routed to the appropriate department. Instructional Innovation Center (IIC) – A walk-in lab for college employees. The IIC offers training and assistance utilizing technology and distance learning tools to enhance teaching and learning at San Antonio College. Level-1 of IT Support – Level 1 Help Desk Service Agents are the "first point of contact." They are responsible for answering calls and gathering pertinent information about the call. They handle repetitive issues, simple quick resolving calls such as “How Do I?” questions, passwords problems and simple procedural questions about desktop software applications. They use defined processes for escalating an event to a higher-level process that is more focused on a specific problem. They typically spend less than 10 minutes on the phone with the customer. They may use tools such as knowledge bases and/or employ remote control processes to fix a customer’s problem. Level-2 of IT Support – Level 2 are the "Onsite Support Technicians." They bring technical expertise to address problems that are too complex or time consuming to be resolved by the Level
Escalation Time. The table below indicates the time after which a “Critical” or “Major” fault may be escalated following expiry of the Fault correction timeframe • Severity “Critical”, escalation times are measured in calendar hours - 24 hours per day, 7 days per week. Severity 2, 3, and 4 escalation times correspond with Business Hours. • “Critical” or “Major” fault shall only be escalated where it becomes evident that the parties are unable to reach agreement on the process or date to resolve such Faults. • All times are with reference to the time that the Fault was recorded “Open”
