-
- IT Help Desk
- IT service status
- IT account
- IT equipment and software
- Files and storage
- The University network
- E-learning and Exeter Learning Environment
- AV, video conferencing and learning spaces
- Systems, processes and training
- Telephone services
- IT training
- Open access IT facilities
- IT regulations and policy
- Viruses and Malware
- Sustainability
- See how we are performing against SLA
See how we are performing against SLA
The table below provides an indication of when you can expect a response and a resolution after your call is logged by the IT Help Desk in Exeter. Please note that the times relate to standard University working hours, 09:00 – 17:00 Monday – Friday (excluding bank holidays and University closure days).
Average response and resolution times for 2009/10
| Priority | Average response time | Response SLA
|
Average resolution time | Resolution SLA
|
|---|---|---|---|---|
| 1 | 2 Hours 28 minutes | 1 Hour |
8 Hours 10 minutes | 5 Hours |
| 2 | 2 Hours 38 minutes | 1 Working day |
14 Hours 23 minutes | 3 Working days |
| 3 | 6 Hours 29 minutes | 2 Working days |
11 Hours 52 minutes | 7 Working days |
| 4 | 15 Hours 15 minutes | 5 Working days |
27 Hours 58 minutes | 25 Workings days |
| 5 | 30 Hours 18 minutes | 20 Working days to agree scope/levels of assistance |
83 Hours 16 minutes | Requests/Project work. No stated fix time and will be best endeavours |
We have been using the ITIL Incident Management process since Q4 2008. Information about the service level targets can be found in the call priorities documentation.
