This policy outlines procedures for providing company IT support to employees. It lists detailed steps for submitting a request to corporate IT, getting urgent help after normal business hours and escalating an issue if no response is received. It also describes the service priorities and defines issues that are supported after hours, issues that are not supported after hours and issues that are not supported by corporate IT at any time.
In this sample, IT requests that are not urgent can be resolved by raising a helpdesk ticket. For all urgent requests, an immediately reachable email ID and phone number are provided; also, an escalation matrix is outlined in case an urgent request is not responded to within 15/25 minutes.