Response Times for Network and Telephone Problems

High Priority Problems

(Definition) Many users, an entire building or multiple buildings affected.

Users (except students in Residences) should report these problems by calling the ITS Service Desk at 756-7000.

During normal business hours (8-5 M-F) appropriate ITS staff are notified immediately by the Service Desk and staff is dispatched to work the problem accordingly.

After hours ITS staff are notified by the Service Desk and asked to acknowledge the call within four (4) hours.

University Housing users should contact ResNet support to report problems which will in turn notify ITS, if necessary.


Medium Priority

(Definition) Many users affected but not time critical, single user affected.

Users (except students in Residences) should report these problems by calling the ITS Service Desk at 756-7000 or by submitting a Service Request.

Appropriate ITS staff are notified and are expected to respond to the problem within four (4) hours during normal business hours.

University Housing users should contact ResNet support to report problems which will in turn notify ITS if necessary.


Low Priority Request/Problems

(Definition) Single user affected and not time critical, request for information or normal move/add/change request.

Users (except students in Residences) should report these problems or requests by calling the ITS Service Desk at 756-7000 or by submitting a Service Request.

Appropriate ITS staff are notified and are expected to respond to the problem within eight (8) hours during normal business hours.

University Housing users should contact ResNet support to report problems which will in turn notify ITS if necessary.

Turn-around Times for Services

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