The word resolve means that the problem will be fixed and the call is closed. All personnel within Computer Support Services are expected to work continuously on the problem or coordinate with the area responsible for a resolution. Support requests submitted outside of Computer Support Services business hours, will be attended to at the beginning of the next business day. A Lab 6 to 49 customers 1 Service cannot wait to be scheduled Computer services are affecting 1-5 people Work is expected to continue on a workday basis until a permanent solution is in place. 2 Service can be scheduled.
Resolution is worked into a planned project list and scheduled.
Resolution can be deferred until time allows, but should be fixed within escalation guidelines. 4 A request is made for a service that is currently not provided. The call is immediately escalated to Level D and Computer Support Services is notified. 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.