Microsoft 365
Service Group
Faculty/Staff and Student
Service Dependencies
Azure Active Directory
Service Department:
Development, Integration, and Hosting
Service Description
Brief Description:
Microsoft 365 is a cloud powered productivity platform offered by Microsoft to help employees and students stay connected and get things done. Employees and students can access Microsoft 365 through the web or download apps to their personal computer or mobile device and receive updates when new features are released.
Features:
Microsoft 365 uses cloud-based technology to provide access and updates to Office applications like Outlook, Word, Excel, PowerPoint, and much more.
Available Hours:
Microsoft 365 services are available 24/7.
Help
How to Access:
RCCC computers come with Microsoft 365 already installed.
FAQ's:
None
Training Available:
Contact the Service Desk for questions about Microsoft 365 training.
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
Employees and Students: