In order to ensure that your experience with CCIT is as effective and efficient as possible, CCIT outlines in this policy its technical support process, request submission mechanisms, definitions for determining the priority or a request with respect to the severity of its actual or potential impact, and target service levels for acknowledgement, assessment, & resolution/mitigation of requests.
CCIT's Knowledge Base
CCIT maintains a Knowledge Base with solutions to common problems, and procedures for performing many everyday tasks with our supported software.
CCIT’s Technical Support Process
When a support request is submitted it enters the incoming request queue of CCIT’s Help Desk System for review and prioritization. All support requests are given a unique ticket number which CCIT and the reporter use in referencing, tracking, and managing the request.
CCIT’s business hours are Monday through Friday from 9 a.m. to 5 p.m. excluding University holidays. For purposes of determining response time with regard to target service levels, requests received outside of business days are treated as if they were received the next business day. Although you may receive a response from CCIT staff outside of defined business days and hours, this has no bearing on our meeting target service levels.
During business hours, a CCIT staff member is on-call as the “Officer of the Watch” or OOW. The Officer of the Watch is responsible for reviewing support requests, categorizing requests, determining their severity, and assigning tickets to the most appropriate functional team.
The category in which a request falls determines the mechanism used for determining severity and the service levels to be targeted. As such CCIT has defined the following support categories: