Contact with IT Support Services

Staff can request information or support from IT Support Services using the following methods:

IT Support Services staff are trained in call escalation and resolution processes and are aware of call priorities and key business issues.

ICT Core Support Hours

Many services are available 24 hours a day, 7 days week, with the exception of maintenance windows. Support for these services is more limited.

  • Core support hours:
    • 8:00 am–5:00 pm Monday to Friday

Core support hours exclude public and U of S holidays observed in Saskatchewan. All services in this catalogue are available and fully supported during core business hours.

Limited, best-effort support is provided for ultra-critical and emergency situations that occur outside of core hours.

IT Support Services Service Level Objectives

Guiding Principles

The Colleges and IT Support Services enter into this partnership based upon the following principles:

  1. Mutual benefit – This partnership will benefit IT Support Services and the Colleges, with all parties identifying areas of mutual interest and opportunities to further improve the relationship and services provided.
  2. Client and service focused – IT Support Services and the Colleges provide services to the greater university community and will strive, through this partnership, to improve the overall experience for shared clients and stakeholders.
  3. Collaborative – Effective service delivery will require IT Support Services and the Colleges to work closely and collaboratively to balance priorities with available resources.
  4. Innovative – Enhance best practices from both IT Support Services and the Colleges to foster an environment for innovation.
  5. Timely and transparent communications – To ensure success, IT Support Services and the Colleges will need to share relevant information in an open and timely manner. This will inform planning activities and ensure that resources are used effectively to achieve the priorities of both parties.

Service Level Objectives

SLO’s define the experience ICT’s customers will have with our support services.

ICT SLO Goals – University Wide 




ICT Goal 

Customer Satisfaction 


Customer Survey scores give us feedback on how a request went.  Currently rated on a 5 Star Method. 

Score a minimum of 4.5 in 5 star method.   


Re-opened tickets 

How often tickets are re-opened 

Track how often tickets are re-opened.  Frustration can arise when the same incident or request does not have a permanent fix.   

Less than 3% of tickets re-opened  

Time to First Triage Response 

How quickly IT Support responds to a request 

This metric will help determine wait times for our customers.  Shorter wait times will improve the experience with support (add more details) 

90 Minutes or less 

Service Outage Communication 

Time between outage and communication 

When technology outages occur, how quickly can ICT communicate to the university?    Communicating and keep our customers up to date will reduce frustrations and confusion.(Tie to Rachels project) 

60 Minutes or Less 


Information provided 

KB articles shared 

Providing clients with additional resources to further explain the resolution. 


35% of tickets with at least 1 article shared (To climb over time) 


Request Type 


Triage Response Time 

Target Resolution Time  


Classroom Blocker Incident  

Based on a 4263 Call to report technology problem with a On Campus Classroom while class is in progress, or about to start 

<1 Minute (4263 call)  

15 Minutes 

  • Displays not functioning 
  • Host Computer issues 
  • Zoom issues

Critical Classroom Incident 

4263 Call – Classroom IT or AV Equipment is not functioning as expected – Class is not severely impacted 

<1 Minute (4263 Call) 

60 Minutes 

  • Batteries in Mic aren’t functioning 
  • Class is not in progress 
  • One Screen is not functioning 


Critical IT Incident 

Multiple Clients across campus report that they are unable to perform their job due to a technology issue 

20 Minutes  

60 Minutes 

  • Network is down campus-wide 
  • Email Outage 
  • Office 365 Outage 
  • Jade Errors  
  • PAWS  

Major IT Incident 

Clients work is impeded by a degradation of services. Still able to perform some job tasks. 

90 minutes 

4 hours 

  • Banner slowdown 
  • Application errors 
  • DataBase Slowdowns 

Minor IT Incident 

Clients work is slightly affected  

90 Minutes 

12 Hours 

  • Access to a Fileshare isn’t working 
  • Consultative calls around technology 


*Service Levels are measured against ICT Core Business Hours (8:00am – 5:00pm) 

Service Requests

 Service Requests  

Request Type 

Target Response & Acknowledgement Time 

Target Fulfilment 





90 minutes 

3 Business Days 

  • File Sharing 
  • Set up new monitor 
  • Mailing List Request 
  • Software license renewal 
  • Software Installation 

Scheduled Setup  

90 Minutes  

7 business days 

  • Printer setup and configuration
  • On Boarding New Hire 
  • Voluntary Employee Off Boarding 


90 Minutes 

10 Business Days 

  • Computer Setup (scheduled) 
  • Software Install/Update (scheduled) 
  • Computer commissioning / decommissioning (scheduled, small numbers) 


Asset Disposal/Surplus 

90 Minutes 

 30 business days 

  • Asset disposal 

**Service Levels are measured against ICT Core Business Hours (8:00am – 5:00pm). Tickets that need more information from the customer for fulfilment may be closed if there is no response after three client contact attempts (e.g. email sent, left a voicemail) 

Incident vs Service Request

Service Request:A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. 

Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request. 

Incident:An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, client’s computer is not working correctly. 

An incident is system focused while a service request is client focused. If a client is not able to perform some action because either our system is not functioning correctly, or their computer is not working correctly then it is an incident. 

Appendix A - Modes of Request Intake

Preferred Methods (in order): 

Portal – or IT Support Channel in PAWS 

Search our knowledge base to potentially find answers to your questions. 

There are general and specific request forms that ensure all the essential information we need is collected up front to cut down on any back and forth to capture the missing info.   

Specific request forms will often direct the request to the correct team right away which lessens the time to complete your request. 

The portal is great to look at the progress of your tickets but to also add comments to communicate with the person on our team that is helping you out.   

The portal is also accessible from any smartphone or any network enabled device.  




Critical Classroom Support x4263 – support for when classes are in progress and issues arise with the technology, this includes WebEx related issues that impact the teaching experience.  

Voicemail General IT Support x 2222 – This number can be called for urgent, or non urgent issues – A voicemail will be created, and the Triage team will respond as needed based on the reported issue. 

Walk -in Support – Murray Library