NavCall Tracker
Service Group
Faculty/Staff
Service Dependencies
Ethos Single Sign-On and Network
Service Department:
Development, Integration, and Hosting
Service Description
Brief Description:
NavCall Tracker is used by support staff members of the college to document a variety of data regarding incoming calls into the college.
Features:
NavCall Tracker provides an easy to use interface that makes tracking new calls intuitive and simple. You can track new calls, search call history, and filter calls using the call reports page.
Available Hours:
NavCall Tracker services are available 24/7.
Help
How to Access:
FAQ's:
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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