Service Levels
Level 1 Support
The Royal Roads Computer Help Desk provides Level 1 support by taking problem calls and providing first level analysis of computing problems and, where possible, coming up with solutions. The hours are:
| Monday - Thursdays | 9:00am - 8:00pm PST |
| Fridays | 9:00am - 5:00pm PST |
| Saturdays and Holidays | CLOSED |
| Sundays | 12:00pm - 8:00pm PST |
Level 2 Support
For resolution of hardware and software problems that are escalated when a Level 1 solution is unavailable and cannot be provided by the Help Desk. Analysts are available during normal business hours as follows:
| Monday - Fridays (except holidays) | 8:00am - 4:00pm PST |
Level 3 Support
Level 3 support usually requires more analysis and a programming solution, problems are escalated to level 3 when a level 2 solution is not available. Analysts are available during normal business hours as follows:
| Monday - Fridays (except holidays) | 8:00am - 4:00pm PST |
24 x 7 Support
On-call analysts are available only in the event that remote access to our on-line learning platform or web site becomes unavailable.
| Ticket Priority | Targeted Response Times for Level 2 and 3 support |
| 0 – Critical | Immediate |
| 1 – Urgent | <= 1 work day |
| 2 – High | <= 2 work days |
| 3 – Medium | <= 3 work days |
| 4 – Low | <= 10 work days |
| 5 – Scheduled | <= 15 work days |