ITS Service Targets
Client Services will undertake to resolve service tickets (jobs) in accordance with the service prioritisation outlined below.
Service Hours
Service Desk (phone assistance)
Monday to Friday: 8:00am - 5:00pm
Hamilton Tech Desk, Student Centre (in-person assistance)
Monday to Friday: 9:00am - 5:00pm
Tauranga Tech Desk (in-person assistance)
Monday to Friday: 8:30am - 5:00pm
ITS AV Counter
Monday to Friday: 8:30am - 9:30am + 11am - 12noon + 4pm - 5pm
Teaching Room Hotline
Hamilton
Semester - Monday to Thursday: 8:00am - 8.30pm | Friday: 8:00am - 5:00pm
Non-semester - Monday to Friday: 8:00am - 5:00pm
No weekend coverage. Support requests outside of this will be considered - time is rechargable.
Tauranga
Semester - Monday to Thursday: 7:30am - 6.30pm | Friday: 7:30am - 5:00pm
On call weekend support as required.
Faculty and Division ICT Support Services
Monday to Friday: 8:30am - 5:00pm
Contact the Service Desk in the first instance
Service Prioritisation
Incidents
An incident is an unplanned interruption/outage to an ICT service or reduction in the quality of an IT service. The University of Waikato has 3 defined priorities and restoration targets for the resolution of Incidents.
| Priority | Restoration Target | Impact |
|---|---|---|
| CRITICAL | ||
Priority 1 | 4 hours | Incident or outage affecting a large group of staff/students, and/or the loss of business services. i.e; Network, SITS, MyWaikato, Moodle, Internet or core business application outages must be logged as P1’s, and the High Severity Incident Management processes invoked. Any issue stopping teaching should be prioritised as P1, via Hotline Calls in teaching rooms phoned through to Service Desk. These Incidents do not trigger High Severity processes, however restoration targets must be met as a matter of urgency. |
| HIGH | ||
| Priority 2 | 7 hours | Non critical service disruption, non-teaching, non-research system outages, integration issues and or data fixes. |
| MEDIUM | ||
| Priority 3 | 5 days | A service has been disrupted, but only a few staff are affected and interrupts work to some degree. Other business processes can continue, or are managed by third party SLA’s. |
Service Requests
A service request is defined as a request for services from a user for something to be provided, for example, software installation, purchasing and disposal of equipment, information and guidance requests, password resets or access to systems.
Service requests must where possible be logged via the online Kuhukuhu Services Portal which is available 24 hours a day, 7 days a week.
Each service provides an estimated delivery timeframe to staff and students so that expectations are set when the request is logged.
Customised forms are designed to capture the relevant information at the time of logging the request to fulfil the request without having to go back to confirm details.
Where services are automated with built in workflow these can be processed immediately, however those services reliant on people will be processed as per agreed support hours, Monday to Friday 8.30am to 5.00pm.