Emergencies & Urgent Requests

Emergencies

Normally all help requests are handled in first-in, first-out order among requests with similar impact and priority as determined by LSCG staff. Emergency issues take priority over other requests, and are generally those that affect multiple users or that will impact an imminent event or deadline. The following is a rough, non-exhaustive list of Emergencies:

  1. Outage or degradation of LSCG-provided service impacting multiple disparate users.
  2. Outage or degradation of LSCG-provided service impacting users with imminent externally-imposed deadlines or imminent events relying on said service.
  3. Problems with personal or group systems for users with imminent externally-imposed deadlines or imminent events relying on said systems for which no work around is readily available.
  4. Physical emergencies such as Fire, Flood, Earthquake, Power Interruption, etc.

Urgent Requests

Some requests do not rise to the level of emergencies, but will result in an emergency if left unattended. Due to the time-sensitive nature of these requests, they may be given elevated priority and addressed outside the normal first-in, first-out process.