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City of Greensboro
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FY 15-16 IT Service Catalog
How do we charge?
Tier I Service – Included in monthly Help Desk
charges (
Appendix A
)
Tier II Service – Fixed price per computer
technician per year (
Appendix A
)
Major Cost Drivers
Software licenses
Number of calls
Time spent to resolve issue
Non-return of loaner equipment
What should you expect?
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
Defined Response Time:
Critical………………….2 hrs
High Priority………..Same day
Medium Priority…..2 days
Low Priority…………3 days
FACT:
The Help Desk closed over
8,000 calls for support last year.