Knowledge Base

Service Group


Service Dependencies


Service Department:

Development, Integration, and Hosting

Service Description

Brief Description:
Knowledge Base is a published site that contains a collection of documentation including FAQ's, how to guides, general information, and troubleshooting tips from the different divisions of the college. 
The articles in the Knowledge Base are listed by division and subcategories, designated author setup to create and publish own content, perform searches by keyword, and notifications automatically sent to Knowledge Base subscribers.
Available Hours:
Knowledge Base services are available 24/7.


How to Access:


Training Available:
Contact the Service Desk for questions about Knowledge Base training.


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


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. 


Creation date: 11/22/2021 10:44 AM      Updated: 6/13/2023 12:02 PM