Data Requests
Service Group
Faculty/Staff
Service Dependencies
Colleague, Informer, and OnBase
Service Department:
Institutional Effectiveness and Research
Service Description
Brief Description:
Data Requests are written requests for information that contains compiled data from Colleague the database system for the college via Informer the reporting software used by the college to help extract structured or unstructured data from multiple sources including databases and spreadsheets. Institutional Effectiveness accesses data from Colleague via Informer for reporting purposes.
Features:
Data Requests are fulfilled by utilizing the database system in Colleague which houses all student and employee data, Ad-hoc and scheduling reporting feature in Informer, and document storage, retrieval, workflows, and online forms capability in OnBase.
Available Hours:
Data Request services are available 24/7.
Note: OnBase form and Informer reports IE uses 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
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