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.