ServiceCatalog FY15-16
How do we charge?
Tier I Service – Included in monthly Help Desk charges ( Appendix A )
Defined Response Time:
Tier II Service – Fixed price per computer technician per year ( Appendix A )
Critical………………….2 hrs
High Priority………..Same day
Medium Priority…..2 days
Major Cost Drivers
Low Priority…………3 days
Software licenses
Number of calls
Time spent to resolve issue
Non-return of loaner equipment
What should you expect?
FACT: The Help Desk closed over 8,000 calls for support last year.
Service availability: 8:00 AM – 5:00 PM, M - F
Tips for using this service
1. Enter the Help Desk request online.
2. Read FAQ’s on our webpage
11
City of Greensboro
FY 15-16 IT Service Catalog
Made with FlippingBook