Support Priority Policy

Modified on Thu, 20 Feb 2020 at 03:30 PM

Naropa IT support hours are between 9am and 5pm Monday through Friday.  Support outside of of those times is handled solely at the availability and scheduling of IT personnel. 


All work requests are categorized internally in the following priority. Your patience and understanding is appreciated:


Priority 1: (Critical) Problems that affect the entire school and beyond. An IT representative will respond immediately if available.


Priority 2: (High) A department cannot do any work until the problem is resolved. High priority is only applicable to department-wide issues and does not apply to problems affecting a single user. An IT representative will respond and work on resolving this problem as soon as possible.


Priority 3 :(Moderate) Inconveniences or intermittent problems affecting a single user. An IT representative will typically be able to respond regarding its status within 1 hour to 5 working days. We will attempt to resolve these problems within 1 hour to 2 weeks.


Priority 4: (Low) Manageable issues affecting a single user. An IT representative will typically be able to respond regarding its status within 2-9 working days. Please allow 2-3 weeks for IT to complete these requests.


Priority 5: Long-term projects, inquiries, upgrades, customization and enhancements to current systems. An IT representative will respond within 2-6 weeks to determine the nature of the inquiry/project and to discuss how best to proceed.

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