Overview

At Network and Classroom Services (NCS), we strive to consistently provide outstanding service. This page provides a selection of key metrics on our most visible and utilized services. Additional metrics will be added over time as this initiative is not fully developed. We rely on service metrics to demonstrate our value, accountability and progress to the University at Buffalo community. Each metric displays current and historical performance and if appropriate, targets intended to reflect excellent service.

You can also see the results of our customer survey here.

Performance Metrics

Incident Resolution

NCS provides voice and network repair for the campus communications infrastructure. Service targets are resolution of 80% of all multi-user affecting incidents in less than 1 business day and 90% of all single-user affecting incidents in less than 3 business days.

Multi-UserSingle-User
0%0%
Target:Target:
80% resolved in less than 1 business day. 90% resolved in less than 3 business days.
Legend: Multi-UserSingle-user

Incidents By Communications Area

Monthly record of network and voice incident volume. Service target is consistent reduction.

Security Incidents

Monthly record of security incidents reported. We interpret the volume of incidents reported as a reflection of the campus's effective IT vulnerability. Service target is consistent reduction. [NCS manages and provides discovery, logging and notification assistance for Security Incidents. Resolution of these incidents is the responsibility of the notified parties.]

Service Fulfillment

NCS provides voice, network and server hosting installation services. Service target is completion of 90% of all move, add, change or delete requests within 30 business days.

Fulfilled:
0%
Target:
90% completed in less than 30 business days.

Configuration Changes

NCS provides firewall and monitoring services by arrangement with interested departments. Service target is completion 90% of all configuration change requests within 5 business days.

Fulfilled:
0%
Target:
90% completed in less than 5 business days.

Service Volume By Area

Monthly record of network and voice service requests fulfilled.