IT Service Level Description

Auxiliaries & Programs – Technology (“A&P Technology” or “A&P Tech”) is committed to providing exceptional customer service to the areas we support. To ensure issues and requests are properly tracked and resolved, A&P Tech uses a centralized ticketing system.

Dining Services employees should report requests using the appropriate form whenever possible. When submitting a request, you will propose a priority level based on the urgency and business impact of the issue; A&P Tech will review and confirm the final priority.

IT Request Form View Dining Services IT Dashboard

A&P Tech will make every reasonable effort to meet the service expectations outlined below.

Service Priority Levels

P1 – All Business Operations Down

A critical issue that results in a complete outage of business operations for an area. The area is unable to continue normal operations until the issue is resolved, and no acceptable short-term workaround exists. A&P Tech will fully utilize available resources until the issue is resolved, including engaging staff outside of normal business hours when necessary.

P2 – Significant Business Impact

An issue that significantly impacts business operations but does not completely prevent the area from operating. Temporary or short-term workarounds may exist. These issues are addressed urgently during business hours and take priority over other work. They are not typically worked on outside of business hours.

P3 – High Priority

An issue or request that makes business operations more difficult or less efficient, but allows the area to continue operating.

• Initial due date: Two business days after ticket creation

• Target completion: Within two business days, unless:

  • Additional information is required from the requester
  • Resolution depends on a third-party vendor
  • The request requires significant effort (one hour or more) and is converted into a project

P4 – Standard Priority

A routine issue or request with minor operational impact that can be addressed as part of normal support activities.

• Initial due date: Five business days after ticket creation

• Target completion: Within five business days, unless:

  • Additional information is required from the requester
  • Resolution depends on a third-party vendor
  • The request requires significant effort (one hour or more) and is converted into a project

P5 – Low Priority

A low-impact issue or request that should be addressed eventually but can reasonably wait until a slower period or excess capacity is available. Completion timelines for low-priority items may vary based on workload and higher-priority demands.

P9 – Resolved (Record Only)

Used when an issue was resolved before a ticket was created and is being logged for tracking or reporting purposes only. No action is required by A&P Tech.

Additional Notes

• Priority selection on the request form is proposed by the requester and confirmed by A&P Tech.
• Service expectations represent targets and may vary depending on complexity, scope, and external dependencies.
• Requests that require significant planning or extended effort may be reclassified as projects and scheduled accordingly.
• If you have any questions or concerns about this service level description or services being provided, please reach out to Coleman Madsen at 801-422-6262 or coleman_madsen@byu.edu.