About this Service
The "Something is Broken!" service provides an expedited process for reporting critical technology issues not addressed by existing IT service catalog offerings. This service is intended for urgent, high-impact problems where users cannot locate the appropriate service and require immediate assistance.
Service Overview
This service is for reporting severe technology disruptions, such as system outages or critical application failures, that are not covered by specific catalog services. It serves as a catch-all for urgent issues when time is of the essence, and the correct service request form cannot be identified. Issues submitted through the IT service portal are triaged, prioritized based on impact, and assigned to specialized IT teams. Users receive status updates via the portal.
Service Level Overview
- Service Level Agreement (SLA): Initial response within 4 business hours; resolution timelines depend on issue severity and resource availability.
- Limitations: Limited to critical, non-cataloged issues. Requests for standard or non-urgent services must use the appropriate catalog forms.
- Availability: Issue submission is available 24/7 via the IT service portal. Support is provided during standard business hours (Monday–Friday, 8 AM–4 PM), with limited after-hours support for critical incidents.