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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 February 2024:

CategoryNumber of support calls% responded within SLA% resolved within SLA
MFA 73 100% 98.21%
Account Provisioning 36

100%

86.11%
Password Reset 28 100% 100%
Blackboard 15 100% 100%
Desktop Software Support  12 100% 66.67%

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  telephone calls handled by the IT Service Desk

Period (beginning)Period (end)Number of calls
March 23 May 23 1532
June 23 August 23 1475
September 23 November 23 2266
December 23 February 24 1678
Total calls: 6951

 

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