Incident Response

Service Group

Faculty/Staff and Student

Service Dependencies

Knowledge Base Service

Service Department:

Information Security, Construction, and Audit

Service Description

Brief Description:
Incident Response service is to help employees and students respond to and minimize the impact of cybersecurity incident and data breaches of information systems. 
Features:
An online form is used to report any incidents.
Available Hours:
Incident Response services are available 24/7. 

Help

How to Access:

FAQ's:
None


SLA

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

Priority Levels and Response Times:
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

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours

Status


Report a Problem

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. 

Documentation

None
Creation date: 11/1/2021 4:27 PM      Updated: 6/13/2023 12:26 PM
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