EPA Records Schedule 142
Status: Final, 02/13/2007
Title: IT Customer Service Files
Program: Information Technology
Function: 404-139 - IT Infrastructure Maintenance
NARA Disposal Authority:
This schedule authorizes the disposition of the record copy in any media (media neutral), excluding any records already in electronic form. Records designated for permanent retention must be transferred to the National Archives in accordance with NARA standards at the time of transfer.
- General Records Schedule 24/10
Consists of records related to IT customer service, including help desk information, logs and reports; documents prepared to assist customers such as user guides and pamphlets; and related documents.
Item a: Records related to providing help desk information to customers
Includes pamphlets, responses to "Frequently Asked Questions," (FAQs), and other documents prepared in advance to assist customers.
Destroy 1 year after superseded or obsolete.
Item b: Help desk logs and reports and other files
Includes files related to customer query and problem response; query monitoring and clearance; and customer feedback records; and related trend analysis and reporting.
Destroy when 1 year old or when no longer needed for review and analysis, whichever is later.
Reasons for Disposition:
Retention conforms to the NARA General Records Schedule 24, item 10.
Item c for electronic mail and word processing system copies was deleted 08/16/2006 pursuant to NARA Bulletin 2006-04.
Previous NARA Disposal Authority:
EPA Approval: Not applicable
NARA Approval: 04/00/2003