Users/Customers
Faculty & Staff
Service Provisioning
HireTouch is a fully automated system that allows you to enter information and credentials once, and then apply to open positions as they become available. You do not need to complete a new application or re-submit credentials if you re-apply or change positions within the University. Additionally, HireTouch provides you real-time information on the position, and your progress through the application process.
Supported Environment/Services
Windows, Mac, Linux
SLA Response Times
SLA response times operate on a continuum and the department assigned to your incident will select the SLA based on the details you include in the incident and the number of individuals impacted.
Service Request Response:
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Service Request
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Response
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Resolution
|
|
Routine Request for New Service
|
10 business days
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30 business days
|
Incident Response (Get Help):
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Severity
|
Response
|
Resolution
|
|
Emergency Incident*
|
2 business hours
|
1 business day
|
|
Work Stoppage Incident
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3 business days
|
10 business days
|
|
Inconvenience Incident
|
20 business days
|
60 business days
|
For customer submitted issues:
*Emergency incidents require that the customer be reachable via phone and that the phone number is documented in the incident. Any customer that does not respond to phone queries will have their ticket downgraded. If the issue requires us to rely on an outside vendor for assistance, we may be unable to meet the posted response times.
For service related issues:
Our services are monitored. We are notified upon most service failures, and treat service outages as critical events require the service managers / process owners to begin working on the problem within 30 minutes of notification unless we deem the problem to be low impact (little to no client impact).
