Service Group

Faculty/Staff and Student

Service Dependencies


Service Department:

Development, Integration, and Hosting

Service Description

Brief Description:
NavBot is an intelligent chatbot used by the college to guide students to the right content, captures lead information, and routes conversations to the appropriate staff members. 
The NavBot software allows staff to live chat with students or let the bot answer questions and help students locate information.
Available Hours:
NavBot services are available 24/7.


How to Access:
Submit a ticket into the Service Desk to request access. A limited amount of licenses are available. 
Go to the RCCC website and select the icon located on the bottom right of the page to interact with the NavBot application.



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: 1/6/2022 2:23 PM      Updated: 6/13/2023 12:03 PM