Overview
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There are different designated response behaviors based upon the time of day and the priority of the service. |
Response Expectations |
| Priority | Description |
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Response
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Response
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UWF Holidays and Weekends
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| Resolution Goals |
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clients. 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 Hour | 2 Hours | 4 Hours | As Soon
As Possible |
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| - A malfunction of an enterprise wide system affecting a small group of
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- clients.
- An IT malfunction that keeps a user from completing a critical or immediate task.
| 4 Hours | 6 Hours | Next
Business Day | Noon Next
Business Day |
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| - Routine support requests that impact a single user or non-critical issue.
| 6 Hours | Next
Business Day | Next
Business Day | 6
Business
Hours |
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| - 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 |
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Resolution ExpectationsPlease Note: Every attempt is made to solve each issue on first contact. However, some issues require escalation to |
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another support team. Campus closures |
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or other emergencies may delay the time necessary to complete requests. |
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While we strive to exceed our expectations, high call volume times, such as the start of the semester, may result in a delayed response. |
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Issue Type/Description | Expected Resolution Time | Notes |
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For issues relating to connectivity via ethernet or ArgoAir | 1 - 3 business days | |
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- may take longer than one business day, but ITS will attempt to make arrangements for alternate connectivity
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| title | Printer Problem: Varies |
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- For issues with wireless connectivity, troubleshooting may be provided at our walk-in counter (hours listed above).
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Telecommunications/Phones | 1 - 5 business days | - Routine requests will be handled in the order they were received. Special configurations may take longer.
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Printer Connectivity For issues connecting to a new printer or experiencing printing issues | 1 - 2 |
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| weeks | - If hardware needs to be replaced, resolution time may vary based on hardware order and delivery times
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Issues For issues in which a computer does not power on or hardware is malfunctioning | 1 - 2 weeks | - If a hard drive requires a backup
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- , a data recovery process is necessary which
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- Loaner computers are available for emergency situations.
- Basic image only.
- No special software will be installed.
- Loaner computer must remain on campus.
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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). |
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| title | Software Problem: Varies |
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Hardware Installation/Computer Setup
| 2 - 3 weeks | - 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.
- At high volume purchasing times, such as the end of the fiscal year, the wait time may be longer for computer setups.
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Computer Software Issues For issues in which a locally installed application is not operating properly | Various | - 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
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| 1 - 2 weeks | - If office visit is required, 1 - 2 weeks.
- If completed via phone by an analyst between calls, possibly within a week.
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| title | Telecommunications/Telephones: Varies |
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- 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.
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| title | Add Data to Banner ODS: 1 week |
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| title | Google Calendar Location/Resource Request: Approximately 1 business day |
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| title | Hardware Installation/Setup: 2 - 3 weeks from opening of work order |
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- 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.
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| title | IP Request: Approximately 1 business day |
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| title | Software Requests - eDesktop and ITS Computer Labs: Varies |
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- You will be contacted by ITS staff within 2 business days.
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| title | ArgoNet Account Request: 1 business day |
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| title | Banner Access Request: Approximately 2 -3 weeks |
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| title | Banner ODS Access Request: 3 business days |
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| title | Possible Virus/Spyware: |
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- 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.
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| title | Cell Phone/Mobile Device UWF Data Setups: |
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- Immediate set up for walk-ins (hours listed above).
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- Can be set up via phone in some cases.
- Immediate set up for walk-ins (hours listed above).
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Classroom Technology Issues For issues related to the A/V equipment in ITS supported classrooms | Various | - For issues that are preventing a scheduled class from proceeding, ITS will dispatch assistance as quickly as possible.
- For issues that are not preventing a class from proceeding, ITS will dispatch assistance whenever the classroom is next available.
- In some cases, issues may require vendor intervention which may result in longer resolution times.
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