RED:

SEVERE WIDESPREAD
IMPACT

• Issues that affect public health or physical safety
• Campus-wide outages of critical services like the Exchange email server
• Widespread malware or virus infections with a high potential for data loss
• Serious security exposure, such as multiple compromised accounts
• Loss of primary communications systems, such as telephones
• Widespread network outage for campus or building

ORANGE:

CRITICAL IMPACT
ON A GROUP

• Major issues that affect classrooms or labs
• Disruption of instruction or direct services to multiple students
• Significant PeopleSoft issues, especially during peak times like registration
• Loss or serious problems with entire workgroup or departmental applications or systems
• Loss of services to critical or essential personnel and their staff
• Problems that affect core academic and business offices and their leadership
  

YELLOW:

• Issues that prevent an individual from doing work and there is no alternatives available
• Individual network connectivity problems
• Individual cannot access a network resource
• Loss of a network printer when there are no other printers in the area
• Account or login problems with no alternative to get time-sensitive work done
• Computer deployment or setup for faculty and staff
• Individual malware or virus infection or other serious or time-sensitive security issue
  

BLUE:

ESCALATED REQUEST

• Ongoing issue that has not been resolved
• Time constraints have changed; solution is needed sooner than previously determined
• Issues that have required multiple attempts to correct the problem
• Problems where service has been delayed
• Situations where a client has had an unacceptable customer service experience
  

GREEN:

STANDARD REQUEST

• Routine request for either an individual or group
• Work that can generally be completed within five business days without major adverse work impact
• Setting up new computers, laptops, tablets
• Local or network printer install
• Routine Computer Trade-Up program installations
• Upgrades and enhancements
• Installation or configuration of Towson services on personally owned devices for use at work
• Services the client could reasonably do without help from technical staff