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

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Number of calls

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Time spent to resolve issue

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Non-return of loaner equipment

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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

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City of Greensboro

FY 15-16 IT Service Catalog