Tier 1: Standard Service Sample Clauses

Tier 1: Standard Service. Standard Service Request Protocol: Generic (non-critical/non-urgent) service requests will be submitted to xxxx_xxxxxxx@xxxxxxxx.xxx or by calling Technology Support Services at 000-000-0000. An automated confirmation of the support request will be communicated to the requestor as soon as the request is logged into the tracking system. Support will be assigned to the appropriate Technology Support Services staff professional, who will conduct an initial triage assessment (in-person or via telephone) within the same business day. Based on the findings from initial triage assessment, and in consultation with the requestor, a work order assignment for issue resolution service will be scheduled in the priority queue, and the requestor will receive an update of the estimated schedule for service. If, (a) due to overwhelming higher level University priority, issue resolution service cannot be scheduled for a timeframe that is acceptable to the requestor; or if (b) the severity of the issue based upon the initial triage assessment warrants escalation, the service request will be promptly communicated upwards to MSGIS/CSS and ITS management for further review and action. Standard Maintenance Protocol: Changes to production systems, infrastructure, and/or applications will require submission of a Change Management Form (Appendix B) and development of a Service Plan approved by both parties. Changes to infrastructure will be classified as a Standard Service Level request, unless such work will significantly impact MSGIS/CSS production processing. Server and network installation will be performed on a schedule to-be-agreed-upon by both parties, taking into consideration current ITS staffing and project resource demands. System issues deriving from unplanned, ad-hoc, or un-sanctioned modifications to production system platforms will not constitute a “critical service” event on the part of ITS.
Sample 1
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Related to Tier 1: Standard Service

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