Service Level Codes

Please note that ALL requests, whether via phone or walk-in, will be prioritized and entered into the B.O.S.S. database. Preference will not be given to walk-in calls. All requests will be handled according to priority level.

Emergency Priority Status

Denotes problems that prevent total use of a system problems encountered during class instruction and college wide network issues.

Items that fall into this category :

1. Computer will not power on and power to the computer and power strip has been verified to be on.
2. Failed hard disk drives
3. Unable to login to system due to network problems - forgotten passwords are not an emergency but will be addressed quickly.
4. Infocus machines, computer or other class related equipment fail during class.

High Priority Status

Denotes problems that affect a particular function of the computer but do not prevent total use of the system. These calls will receive immediate attention as long as resources are not tied up by an emergency priority call.

Items that fall into this category :

1. Inability to send or receive mail or access the internet. Problems with mail and Internet access often indicate problems with the server or network and will affect the whole college.
2. Forgotten passwords
3. Virus detected on computer

Normal Priority Status

Denotes problems that occur more frequently and can be put in queue to be handled by the first available technical person.

Items that fall into this category :

1. Configuration and upgrading of Infocus machines
2. Hardware installations and repairs. Installations will be scheduled via hardware supervisor.
3. Software installations
4. New user accounts (within 48 hours)
5. Application error messages
6. Printers not working and material is NOT needed for an immediate class or meeting.
7. Changes to web pages
8. Data to be copied to server for student use. New applications should be given to RICS at least 3 weeks prior to time needed so that time is allotted for testing.

Purchasing inquiries

Should be directed to the RICS purchasing area at rics_purchasing@uh.edu or extension 3-4668 and will be handled according to the corresponding priority level. Once the purchase order for items over $2,000 is completed by RICS department, it is passed to the Dean's Office for approval, goes to the University purchasing Department and then to the vendor. Items able to be purchased via voucher do not take as long, but are dependent on vendor availability and delivery

1. Orders for failed hardware will take precedence and are classified as emergencies.
2. Inquiries regarding price and specifications fall into the normal category.
3. Computer software and hardware orders fall into the normal category.
4. Toner cartridge orders are a responsibility of the purchasing department and the supply will be replenished as necessary. If the cartridge is in stock, immediate pickup of the cartridge is available. RICS does not deliver printer cartridges.
5. Please Note: Informing a RICS employee in the hall or in passing conversation does not constitute logging in a service request. A service request is not officially logged in until the requestor has either called x34871 or has logged in the request via the online support page. We will not be held responsible for improperly managed calls if neither of these procedures were followed.