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We aim to manage incidents and service requests as quickly and efficiently as possible. Our response times are based on the following assessments of service criticality and impact on users.
You can monitor the status of any submitted request by logging into our self service system.
If you wish to provide feedback on the quality or timeliness of the response to a request please email ISD Feedback
Urgency (state of service)
Critical – service unavailable or unusable
Description: The entire system or service is not available or unusable.
- Impact (scale of users affected) and priority
Impact Extensive / Widespread Significant / Large Moderate / Limited Minor / Localised Description Whole of UCL, all users of the service affected Whole building, department, virtual department or multiple floors, Teaching Cluster Rooms Group of users (not a whole department), single floor Individual or single PC affected only Priority Critical (P1) Critical (P1) High (P2) Medium (P3)
High – major functionality problem
Description: Major functionality is disrupted and prevents normal work (poor performance). No workaround available.
- Impact (scale of users affected) and priority
Impact Extensive / Widespread Significant / Large Moderate / Limited Minor / Localised Description Whole of UCL, all users of the service affected Whole building, department, virtual department or multiple floors, Teaching Cluster Rooms Group of users (not a whole department), single floor Individual or single PC affected only Priority Critical (P1) High (P2) Medium (P3) Medium (P3)
Medium – minor functionality problem
Description: Functionality loss interferes with normal completion of work. Workaround is available.
- Impact (scale of users affected) and priority
Impact Extensive / Widespread Significant / Large Moderate / Limited Minor / Localised Description Whole of UCL, all users of the service affected Whole building, department, virtual department or multiple floors, Teaching Cluster Rooms Group of users (not a whole department), single floor Individual or single PC affected only Priority Medium (P3) Medium (P3) Medium (P3) Low (P4)
Low – non urgent problem
Description: No real impact on day to day work, but needs to be addressed.
- Impact (scale of users affected) and priority
Impact Extensive / Widespread Significant / Large Moderate / Limited Minor / Localised Description Whole of UCL, all users of the service affected Whole building, department, virtual department or multiple floors, Teaching Cluster Rooms Group of users (not a whole department), single floor Individual or single PC affected only Priority Low (P4) Low (P4) Low (P4) Low (P4)
Priority code definitions
P3 (Medium)
Urgency response
Response using standard procedures and operating within the normal frameworks as time allows.
Target response (within core hours)
Immediate electronic notification. Allocation for investigation within 4 business hours.
Target resolution (within core hours)
16 business hours (2 working days)
P4 (Low)
Urgency response
Response using standard procedures and operating within the normal frameworks as time allows.
Target response (within core hours)
Immediate electronic notification. Allocation for investigation 2 working days (16 hours)
Target resolution (within core hours)
40 business hours (5 working days)