Faculty/Staff and Student

Knowledge Base Service

Incident Response service is to help employees and students respond to and minimize the impact of cybersecurity incident and data breaches of information systems. 

An online form is used to report any incidents.

Incident Response services are available 24/7. 

FAQ's:

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All service level requests will be initially handled by the Service Desk. 

A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:

Priority, Impact, Definition, Response Time, and Resolution Time

Impact: Critical

Definition: A number of college systems impacted or affects multiple people significantly

Response Time: Immediate to 1 hour

Resolution Time: 3 hours or until fixed

Email Leadership Team

Impact: High

Definition: Affects small number of people significantly

Response Time: Within 1 business day

Resolution Time: 1 business day

Email Leadership Team

Impact: Normal

Definition: Affects small  number of people, but work can still be performed

Response Time: Within 1 business day

Resolution Time: 3 business days

Email Leadership Team

Impact: Low

Definition: Affects One person, but work can still be performed

Response Time: Within 1 business day

Resolution Time: 6 to 15 business days

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 

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