Support is allocated to different levels in different types of schools.

Please use this chart below to determine where you should send your support request to:

Logging an Issue

An issue can be logged at any time either by emailing our Application Support team or using the Application Support Portal.

Please provide the following details when logging an issue:

• A clear description of the problem that your organization is experiencing

• Any error messages generated by Catholic Schools NSW or related systems

• The steps required to reproduce the issue so that we can troubleshoot

• The business impact for your organization (so we can correctly allocate priorities to our team)

• Any requirements or constraints about how the solution or resolution should work

Issue Severity Matrix

The following is the Issue Severity Matrix which governs the priority of the issues logged:

		Urgency
		High	Medium	Low
Impact	Major	Open	Open
	Moderate
	Minor

Impact Definitions

Major impact is defined as an issue that impacts at least one entire School or Diocese office or multiple cohorts of staff.

Moderate impact is defined as an issue that impacts a single cohort of students, teachers or staff.

Minor impact is defined as an issue that impacts a single student, teacher or staff member.

Response Times

All times are listed above are within our Business Hours of 9:00am to 5:00pm Australian Eastern Standard Time.

Escalating Issues

There is a process for escalating requests that meet the following criteria:

• does not have the correct priority assigned to it after the team have performed their initial triage

• meets the criteria for a P1 or P2 request and has not yet been reviewed by the team for triage

• has breached or will soon breach its SLA as defined above (keep in mind the priority assigned)

Escalating a request via Service Portal

You can escalate an issue within the Service Portal by:

1. Find the request you’d like to escalate by:

   1. Click on the ‘View Request’ link in the confirmation email you receive from the Service Desk

   2. Log in to the Service Portal, click on the Requests button in the top right-hand corner, select ‘Created by Me’ and find the request in the list to open the request details screen.

2. Click on the Escalate button on the right pane of the request details as shown below.

Escalating a request via Email

If you have emailed your request to service@csnsw.catholic.edu.au and don’t know how to escalate it using the Service Portal, you can send an email to escalations@csnsw.catholic.edu.au with the following information:

• the request identifier (i.e. SERVICE-XXXX)

• a brief justification for the escalation (i.e. “the SLA on this request has been breached” or “This is P2 request and needs urgent attention”.

• Any other relevant information that may be helpful.

The easiest way to do this will be to forward the automated confirmation you receive from logging your request to escalations@csnsw.catholic.edu.au with the additional information required.