Priority	Description	Response Time
One	Any problem which affects multiple public access stations, problems with prevent the circulation of library materials to users, or those that affect the availability of any critical resource for library users. Other tasks within this priority include those that affect multiple tasks for multiple library staff. Examples might include a failed network server, an interrupted network segment, disruption of Pegasus mail delivery, or a problem which interrupts access to Acorn.	Immediate. All resources available used to resolve these problems as quickly as possible. Many problems in this category are automatically reported to LITS through our server and network monitoring systems.
Two	A problem which affects a single task for multiple users ranks as a second priority task. This level of problem does not completely keep any given staff member from working since other applications are available. For example, if a group of users reports that no member of the group is able to use the word processing software, although all other programs are functioning well, we consider it a second priority task. Problems that affect multiple tasks for a single user would be second priority. This type of problem prevents the person from doing his or her work.	Same-day response when possible. Problems in this category reported at the end of the day will be address the next business day.
Three	We place problems that affect a single type of task for a single user into this category. For example, a library staff member might report that the word processing software is not functioning in his or her account but that all other programs are operational. If the function affected is vital to the performance of his or her job, it will be ranked as a second level priority.	Five business days. While many of the problems in this category may be resolved within a day or even the same day, we may often need to delay our response to attend to higher priority requests.
Four	Requests for the installation of new hardware or software, the implementation of new systems or services, or enhancements to existing systems. Support for existing functions takes priority over requests for new ones. Fourth priority items can usually be scheduled in advance and implemented after less pressing tasks have been completed.	Requests in this category need to be scheduled as far in advance as possible. The response time for these requests will be negotiated with the libraries on a case-by-case basis. Many of these requests involve budget approval by Division Directors or from the Office of the University Librarian.