Service Level Expectations

CETS attempts to provide service according to the following service response standards:

• Real-time assistance in classroom – Fifteen (15) minutes from first contact with CETS personnel;
• FreshService Ticket with priotiry marked as “Urgent” – response within four hours
• FreshService Ticket with priotiry marked as “High” – response within one buisiness day
• Scheduling of classroom technology – two business days from first contact with CETS personnel
• Approval of Ad Hoc Classroom Request – two business days from submission of room request
• FreshService Ticket with priotiry marked as “Medium” – response within three buisiness days
• Confirmation of CETS Event Services request – response within four business days
• FreshService Ticket with priotiry marked as “Low” – response within five buisiness days
• Request for CETS Consultation on classroom or departmental room upgrades – response within seven business days.