Service Response Times
What to expect when requesting assistance
The Helpdesk uses a software-tracking system to record the problems through emails sent to the email address firstname.lastname@example.org, and forwards it to the appropriate ITS support group, and monitors the status of resolution.
Our goals for responding to requests for our services:
||Life-threatening situations and Blue Light Phone outages.
|Out of Service
||User is unable to work due to computer malfunction and has no alternative resources.
||6 business hours
||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.*
To manage all of the requests that we receive, it is critical that we classify them based on their relative urgency. In the case of the first 3 classifications listed above, it is important that you help us understand the true severity of your problem when you call. 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're in the best position possible to respond quickly.