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IT help desk
Walk-in Telephone E-mail
system

Can be accessed
IT Dept. II-floor via the portal
026 ithelpdesk@omangrid.com
OETC-Head Office during working
hours.

 Priority Categories: The following table shows different priority levels for requests, a brief

description of what constitutes each priority category, and timelines for problem response
and resolution by Help Desk.
Response Resolution
Severity Description
Time Time

 Critical system/service is down.
 Functions not usable.
 No workaround or alternative is available. 30
Critical  Data is corrupted. 2 Hour
 Many end users are affected. Minutes
 User identified as high executive rank (GM
/ manager)
 Some functions are usable with service
restrictions.
High  No workaround or alternative is available. 1 Hour 4 Hours
 Several end users affected.
 User identified as executive rank (GM /
manager)
 Basic functions are usable with minor Next
restrictions.
Medium 4 Hours Business
 Workaround or alternative is available.
 One or more users affected. Day

 Minor problem. Next

Low  Functions are usable. Business 3 Days
 Defect is cosmetic or simply a nuisance.
Day

Problems and requests within a specific severity/priority category will be handled on a first
come, first served basis.

In the event of a natural disaster, failure of a third-party utility (such as electrical power), or
some other catastrophic event, stated response and resolution times may be longer.
 Data Collection: To resolve the users’ problems as quickly and efficiently as possible, the

Help Desk will collect the following information in a consistent manner:
o User Name

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