Service Group


Service Dependencies


Service Department:

Infrastructure and Computing Services

Service Description

Brief Description:
SentinelOne software is a cybersecurity application that is designed to protect the college from ransomware and other malware threats. 
SentinelOne gives the college the ability to gain access to back-end data across the college through a single solution while providing a cohesive view of our network and assets.
Available Hours:
SentinelOne is available 24/7. 


How to Access:
SentinelOne software is installed on all college laptops and computers. 



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: 12/16/2021 4:05 PM      Updated: 6/13/2023 12:28 PM