IT Work Orders
Work Order System Overview
- Login credentials are the same as your district account/computer login
- Each work order is assigned a priority/SLA (service level agreement) based on pre-determined factors. Below are the priorities and examples of requests that fall into them.
- All work order requests are prioritized on a case by case basis.
- Please note a response is an attempt to resolve the issue, not necessarily a solution.
Work Order Restructure
We have enhanced how we deliver IT support—building on what’s working well and making thoughtful improvements to increase transparency, consistency, and responsiveness. The recent updates to the work order system are guided by six core principles which include Trust and Visibility along with your continues feedback.
What’s new?
- Clearer expectations for resolution times
- More consistent communication throughout support
- Increased frequency of short surveys once work orders have been closed
Your feedback is essential. We actively review survey responses and use them to inform our practices and improve how we support you.
How You Can Help Us Help You
To help provide streamlined support, please continue to include key details when submitting a work order. Details allow us to troubleshoot more efficiently and deliver timely support. Helpful information includes but is not limited to:
- The system or platform name (Outlook, Qmlativ, Canvas)
- Impacted user(s) name (student, staff, parent, etc.)
- Screenshots and/or description of error messages
- Class, period, or assignment details (if relevant)
Thank you for partnering with us. We’re committed to growth and continually strengthening our service to support the needs of our district.
Work Order SLA Definitions
Service Level Agreements (SLA) response definitions based on a resolution based timeline.
| SLA Priority Level | Expected Response Time |
| C - Critical | Immediate |
| S1 | Up to 24 hours |
| S2 | 2 - 3 Days |
| S3 | 3 - 4 Days |
| S4 | 4 - 10 Days |
| Project | Based on the Scope Of Work Review |