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Service Response Times

Information Technology

Expectations of Requesting Assistance

The IT Service Desk uses a software tracking system to record IT Tickets (i.e. issues, requests, questions, etc.) sent via email to helpdesk@ecsu.edu. After the creation of the IT Ticket, an “Open” email notification is sent to the requester, an assignment is given to the appropriate IT Agent, the IT Agent completes the IT Ticket, and a “Closed” email notification is sent to the requester.

To manage all the IT Tickets that are received, it is critical that we classify them based on their relative urgency. In the case of the first 3 (three) classifications listed below, it is important that you assist us in understanding the true severity of your problem. Is it really a critical situation or do you have some means of working around the problem until we can respond? It is in everyone's best interest to prioritize requests appropriately so that when a situation really is urgent, we are in the best position possible to respond quickly.

Our goals for responding to requests for our services:

Priority Definition Response Time*
Emergency Life-threatening situations and Blue Light Phone outages. Immediate
Out of Service User is unable to work due to computer malfunction and has no alternative resources. 6 business hours
Standard User is experiencing problems but can temporarily work around the problem or use alternate resources. 1 business day
Install or Change User needs something installed or changed (or moved). 1 week based on IT workload (usually prioritized by date and time entered)
Project or Research User needs information or help with a more in-depth, complex, or long-term project. Based on IT workload (usually prioritized by date and time entered)

*Response Time is the time frame in which we will try to respond to your request, not necessarily the time frame in which the problem will be fully resolved.*

For more information on the IT Service Desk, click here.