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Overview


There are different designated response behaviors based upon the time of day and the priority of the service.

Response Expectations

PriorityDescription

logo of full staff

Monday-Friday

8AM - 5PM

Response

logo of individual staff member

Monday-Thursday

5PM - 7PM

Response

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UWF Holidays and Weekends

Response

 

Resolution
Goals

priority one

  • A malfunction of an enterprise wide system impacting a significant group of customers.

  • A malfunction of a mission critical system, service, or application.

  • A malfunction that hinders a client from meeting a critical deadline or affects multiple students, employees, or departments.

1 Hour2 Hours4 HoursAs Soon
As Possible

priority two

  • A malfunction of an enterprise wide system affecting a small group of customers.
  • An IT malfunction that keeps a user from completing a critical or immediate task.
4 Hours6 HoursNext
Business Day
Noon Next
Business Day

priority three

  • Routine support requests that impact a single user or non-critical issue.
6 HoursNext
Business Day
Next
Business Day
6
Business
Hours

priority four

  • Support requests which require an on-site visit, such as new computer set-ups, non-critical hardware problems, or on-site software installation.
See Work Order Resolution Expectations Below

 

Resolution Expectations

Please Note:  Every attempt is made to solve each issue on first contact.  However, some issues require escalation to an advanced support team.  Campus closures, virus outbreaks, or other emergencies may delay the time necessary to complete requests. Please note that while we strive to exceed our expectations, high call volume times, such as the start of the semester, may result in a delayed response.


 Network Connectivity Problem: 1 business day
  • Wiring repairs will take longer, but ITS will attempt to make arrangements for alternate connectivity
 Printer Problem: Varies
  • ITS will attempt to resolve problems with multi-user network printers within 1 - 2 weeks.
  • If printer requires a setup: 1-3 weeks
  • If hardware needs to be replaced, resolution time may vary based on hardware order and delivery times.
  • Goes into work order queue.
 Computer Hardware Repair: Varies
  • Diagnose and resolve problem:  2 weeks
    • If hardware needs to be replaced, analyst will order necessary parts.
    • Goes into work order queue.
    • If machine requires a revamp:  2 - 3 weeks (please see Revamp/Setup above).
    • If hard drive requires setup, a data recovery process is necessary which can take longer.
  • A few loaner computers are available for emergency situations.
    • Basic image only.
    • No special software will be installed.
    • Loaner computer must remain on campus.
 Classroom Technology Issues

For issues that are preventing a class from proceeding, ITS will dispatch assistance within 5 minutes.

For issues that are not preventing a class from proceeding, ITS will dispatch assistance within 2 hours (depending on classroom usage).

 Software Problem: Varies
  • When possible, ITS will attempt to resolve the issue over the phone in one business day.
  • If software needs to be installed or re-installed, see Software Install - Workstation.
 Software Install - Workstation: 1 - 2 weeks
  • If office visit is required, 1 - 2 weeks.
  • If completed via phone by an analyst between calls, possibly within a week. 
 Telecommunications/Telephones: Varies
  • If the phone extension or handset is not working, ITS will attempt to repair within one business day.
  • All other service resolution times vary. Call Ext. 6003 for details. 
 Add Data to Banner ODS: 1 week
 
 Google Calendar Location/Resource Request: Approximately 1 business day

 

 Hardware Installation/Setup: 2 - 3 weeks from opening of work order
  • Clients should not submit work order until the new computer is in their possession and they are ready for an analyst to pick up the computer.
  • After picking up the existing computer:  2 - 3 weeks to finish and close the work order.
  • During Summer and Fall semesters, when many departments make new computer purchases, the wait time may be longer.
    • Please note that while we strive to exceed our expectations, high call volume times, such as the start of the semester, may result in a delayed response.
 IP Request: Approximately 1 business day

 

 Software Requests - eDesktop and ITS Computer Labs: Varies
  • You will be contacted by ITS staff within 2 business days. 
 ArgoNet Account Request: 1 business day

 

 Banner Access Request: Approximately 2 -3 weeks

 

 Banner ODS Access Request: 3 business days

 

 Possible Virus/Spyware:
  • Machine should be taken off the network immediately for investigation.
  • Analyst determines if there is a virus or spyware:
    • Virus/Spyware cleaning:  2 - 3 weeks (analyst will investigate for Rootkit and other problems).
  • If client is a repeat offender, security team may make image before cleaning machine and investigate cause of infection.
 Cell Phone/Mobile Device UWF Data Setups:
  • Immediate set up for walk-ins (hours listed above). 
 Wireless Setup:
  • Can be set up via phone in some cases.
  • Immediate set up for walk-ins (hours listed above).


ITS Help Desk

(850) 474-2075
helpdesk@uwf.edu