Call Center representative will log the call data and attempt to provide a solution. Unresolved cases are escalated to Level D. Computer Support Center representative will log the call data and explain that the request can not be honored at this time and the call will be closed. As priorities allow, all Computer Support Services Personnel are expected to work continuously on the problem, or coordinate with the area responsible for a resolution. First Level Support is expected to continue on a workday basis until a solution is in place. Escalated to Level C if unresolved after 2 business days.
Resolution is worked into a planned project list.
Escalated to Level C if unresolved after 5 business days. Resolution can be deferred until time allows, but should be fixed eventually. Escalated to Level C if unresolved after 15 business days. The support call will be reopened when the perception of its importance has changed, at which time Computer Support Services will raise the priority. Second Level Support will assign appropriate resources.