ServiceCatalog FY15-16

What should you expect?

Service availability: Office support – 7:00 a.m. – 5:00 p.m., M-F

Phone support – 24/7/365 – 373-3375

Emergency support – Call-outs whenever necessary

Response Time: Calls placed on the Help Desk are handled according to criticality and the time needed for resolution.

Defined Response Time:

Critical………………….2 hrs

High Priority………..8 hrs

How can you help?

Medium Priority…..Same day

 Call 373-3375 when there is an issue that needs to be resolved quickly  Place routine issues and non-critical issues on the Help Desk

Low Priority…………2 days

Do not wait to report a problem

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City of Greensboro

FY 15-16 IT Service Catalog