DTG Service Level Description
Expectations for services provided by the Dining Technology Group to BYU Dining Services, BYU Residence Life, and other campus units that use Infor POS.
Parent Policy: Technology Use Policy
The Dining Technology Group ("DTG") aims to provide exceptional customer service to each area we support. We have created a ticketing system to ensure issues and requests are tracked and followed through. Please follow these procedures for reporting issues and requests to us:
- For non-urgent requests, please create a ticket by emailing dininghelpdesk@byu.edu. If you would like to speak with someone, call the Dining Technology Group help desk at 801-422-2055.
- For urgent requests, please call 801-422-2055. This number rings the help desk during business hours and the assigned on-call manager outside of business hours.
DTG assigns all requests a priority level based on their urgency and business impact. DTG will strive to meet the service expectations outlined below.
Service Priority Level Definitions and Expectations
| Priority Level | Definition | Service Expectations |
P1 – Emergency | Issue that brings down an area’s ability to do business. Area is unable to resume operations until fixed. No acceptable short-term workarounds exist. | Fully utilize resources (including sending personnel into area outside of business hours) until the issue is resolved. |
P2 - Urgent | Issue that impacts business significantly, but area is still able to operate. Acceptable short-term workarounds exist. | During business hours, these issues will be worked on immediately and take priority over other work. These issues are not typically worked on outside of business hours. |
P3 - Standard | Issue or request that affects the efficient running of the area. | Initial due date of two business days after ticket creation date. Completed within two business days unless waiting on requester for information, waiting for vendor resolution, or request is significant (1+ hour of effort) and turned into a project. |
P4 - Low | Issue or request that needs to be eventually addressed but can wait for a slow time. | Initial due date of ten business days after ticket creation date. Completed within ten business days unless waiting on requester for information, waiting for vendor resolution, or request is significant (1+ hour of effort) and turned into a project. |
P9 - Resolved | Issue that was resolved before the ticket was created but is being recorded. | Not applicable. |
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.