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The following information is about how our IT Service Desk are supporting you when you have an IT issue or query.

Service Desk calls and resolution by category

These are the top 5 categories of queries during March 2022:

CategoryNumber of support calls% responded within SLA% resolved within SLA
MFA 204 98.5% 100%
Password Reset 123 100% 100%
Email & Calendars 104 98% 98%
Account Provisioning 38 82% 98%
Blackboard 30 100% 100%

What does responded mean? That's how long it takes us to initially reply to your query.

What does resolved mean? That's how long it takes us to solve your query.

SLA - Service Level Agreement

What is SLA? This stands for Service Level Agreement and are the timings that have been agreed for us to respond to and resolve your issue or query. These timings are based on working hours, so do not include evenings, weekends or public holidays. Each logged incident is assigned to an SLA category and the majority of incidents are placed into Medium by default:

SLA CategoryResponse TimeResolution Time
Low 28 hours (1 day & 4 hours) 99 days
Medium 9.5 hours 4 days
High 2 hours 28.5 hours (1 day & 4.5 hours)
Major 1 hour 8 hours
Immediate 1 hour 6 hours

Number of calls handled by the IT Service Desk

Period (beginning)Period (end)Number of calls
May 21 July 21 1738
August 21 October 21 2599
November 21 January 22 2831
February 22 March 22 1713
Total calls: 8881

 

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