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City of Greensboro
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FY 15-16 IT Service Catalog
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.
How can you help?
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
Do not wait to report a problem
Defined Response Time:
Critical………………….2 hrs
High Priority………..8 hrs
Medium Priority…..Same day
Low Priority…………2 days