To help us manage requests effectively and set clear expectations, we categorize support tickets by priority. Each priority level includes target response and resolution times based on the nature and urgency of the issue.
How Priority Is Assigned by DS&A
When submitting a ticket, you’ll be asked to select the Impact and Urgency of the issue. These help us understand how many people are affected and how severe the disruption is. Based on the information you provide — including your ticket description, selected Impact, and Urgency — our team will assign an internal Priority Level (Low, Medium, High, or Urgent) during triage. This ensures that requests are handled in a fair and consistent manner across all users and departments.
Please note: Priority is not selected by the requester, and is determined by the DS&A team based on scope, risk, and time sensitivity.
Choosing the Right Impact and Urgency
Use the guide below to help determine the most accurate Impact and Urgency for your request:
Impact – How many people are affected?
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Affects Single User or Few Individuals
The issue impacts only you or a small group without broader disruption.
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Affects Group of Users
A team or functional group (e.g., Marketing Team, Faculty Advisors) is impacted.
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Affects One or More Department(s)
A full department or multiple departments are unable to function properly.
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Affects Entire University
The issue is system-wide and affects all users across the university.
Urgency – How severe is the disruption?
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Workaround Available
The issue is inconvenient but doesn’t stop work — you can continue using a temporary fix.
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Performance Slowed
The system is usable, but noticeably slow or degraded in performance.
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Business Process Stopped
You are unable to complete a critical task, and no workaround is available.
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Impacting Time-Sensitive Business Process
The issue is affecting a process with a fixed deadline (e.g., registration, reporting, or a launch).
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Emergency (Complete System Outage)
A core system is completely down with no access or function.
Priorities & Response Times
The table below outlines how DS&A prioritizes support tickets based on urgency and impact. It includes examples for each priority level, along with our expected response and resolution timeframes to help set clear expectations. Please bear in mind that the requester does not choose the priority level; instead, the DS&A team assigns it based on factors such as scope, risk, and urgency.
How Each Priority Level is Handled
Here are some detailed explanations of each type of priority that DS&A assigns to tickets, what some common scenarios may be, and what will happen next in the process for this ticket.
Urgent / Emergency
What It Means: An Urgent / Emergency ticket represents a critical issue that severely impacts the core functionality of a system or service. These are typically issues that completely disrupt service or cause a major system failure.
Common Scenarios:
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A production site is down, rendering it inaccessible to users.
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A security breach has occurred, compromising sensitive data.
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A major system outage affecting a wide range of users or operations.
What Happens Next:
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These tickets are prioritized immediately. A dedicated team will start working on it as soon as the issue is reported.
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We’ll ensure that all resources are allocated to fix the issue, and you will be kept updated as we work towards a resolution.
High Priority
What It Means: A High Priority ticket addresses critical functionality issues that don’t completely shut down a system but are still serious enough to affect operations or significantly impact user experience.
Common Scenarios:
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A key feature is broken and users cannot complete important tasks, though there may be workarounds.
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Time-sensitive issues are hindering progress on a critical business process.
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A feature or service is not working as expected, causing delays in operations.
What Happens Next:
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These tickets are handled quickly but with a slightly lower urgency than emergency tickets.
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We focus on restoring critical functionality, ensuring the system is stable and users are not further impacted.
Medium Priority
What It Means: A Medium Priority ticket is typically related to a non-critical bug, an enhancement request, or a feature that is important but not urgent. These issues may not stop business operations but can still impact user productivity.
Common Scenarios:
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A bug with a workaround that does not stop users from completing tasks.
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A performance issue that is noticeable but doesn’t fully hinder operations.
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An enhancement request that can improve workflow but is not immediately essential.
What Happens Next:
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These tickets are scheduled for resolution in upcoming cycles or sprints, depending on resource availability.
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While these issues are important, they are addressed after urgent and high-priority items.
Low Priority
What It Means: A Low Priority ticket typically involves cosmetic issues, minor bugs, or non-urgent requests that don’t significantly impact users’ ability to complete their work. These issues have a low business impact.
Common Scenarios:
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Cosmetic changes, such as design tweaks or text corrections.
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General feedback or suggestions for improvements that are not urgent.
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Low-impact enhancements or requests that are “nice-to-have” but not necessary for day-to-day operations.
What Happens Next:
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These tickets are handled based on available time and resources. They may be scheduled for future sprints or as part of long-term improvements.
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While they are addressed in a timely manner, they do not take priority over more critical issues.
Notes on SLA Timelines
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"Response Time" means we will acknowledge your request and begin assessment or communication within that window.
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"Resolution Time" is our goal to complete or provide a viable solution based on complexity and available resources.
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SLAs apply to business hours (Monday–Friday, 9 AM–3 PM Central Time), excluding holidays.
If you're unsure about the priority of your request, feel free to include context when submitting a ticket — we're happy to help triage appropriately.