LAN support and desktop support remains with local library support. The LAN includes all components leading up to the router. When Auto-Graphics is available, the related calls will be directed to that vendor. CSU CSC will review calls logged from reQuest customers. Severity Codes and Escalation Incidents will be prioritized based on severity.
Severity is categorized as critical, urgent, and normal.
Escalation is provided in two ways. One is the process of using Tiers and the other is based on elapsed time since ticket creation. The CSU CSC will support all reQuest Telecom Services as defined in Service Offerings. After hours support for problems is available via e-mail and voice mail. The messages regarding non-critical problems will be handled at the start of the next business day.