Critical calls are defined as problems affecting multiple users, patient care delivery or time-critical projects. Critical issues must be phoned to the Help Desk and designated as critical. All phone calls and E-mail will be answered in the order in which they were received. These response times represent maximums. Normal response time is typically less.
Many factors can affect established goals and response times.
Catastrophic outages can overwhelm the Help Desk and support staff with calls that impact normal responsiveness. Such outages also impact CIS' ability to meet the goals established in this document. Such occasions may be addressed and handled through escalation procedures detailed on the CIS web pages. CIS prints monthly reports detailing the number of calls per area and can, on an as-requested basis, do adhoc reporting by area to detail types of calls and information on repeat visits. Home PC's or PC's not in UAMS supported offices running UAMS software will be supported if the PC is brought into the CIS workstation support area.