Thompson Rivers University
Thompson Rivers University

Service Level Objectives

Service Catalogue

Service level response targets (unless otherwise specified):

Core Support:

  • 1st contact with IT Service Desk:
  • Urgent outages: immediate to 30 minutes via updated messages to Outlook Public Folders during regular operating hours.
  • Twitter: @TRU_ITServices may also be used to provide information about outages.
  • Normal: within 2 hours via phone and 4 hours via e-mail, during regular operating hours.

Response and Resolution Priorities:

Priority – Critical – Major systems or campus-wide outage

  • Response to customer – 15 minutes,
  • Time to Resolution – 4 hours

Priority – Urgent – Building outage

  • Response to customer – 1 hour,
  • Time to Resolution – 1 business day
  • Also applies to overdue issues well beyond the “Regular” timeframe.

Priority – Regular – Single client outage

  • Response to customer – 1 business day,
  • Time to Resolution – two business days or to point of temporary or permanent workaround, or posted service level (i.e. telecom).

Priority – Low - TBD

  • Response to customer – 1 day,
  • Time to Resolution – TBD with client

Note – Troubleshooting and resolution will be coordinated by the Service Desk and dispatched to the appropriate tech group. 

Limited Support

  • 1st contact with the Service Desk within 1 working day 
  • All further work will be estimated and scheduled as time permits.

No Support:

  • 1st contact with the Service Desk within 1 working day 
  • No assistance available. However, the Service Desk may be able to direct you to other resources.