Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Overview

Excerpt

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


Response Expectations

PriorityDescription

logo of full staffImage Removed

Monday-Friday

8AM - 5PM

Response

logo of individual staff memberImage Removed

Monday-Thursday

5PM - 7PM

...

 

When ITS is

...

logo of pagerImage Removed

UWF Holidays and Weekends

Response

Closed

Resolution

Goals

priority oneImage Modified

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

...

  • 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 Hour2 Hours4 HoursAs Soon
As Possible

priority twoImage Modified

  • A malfunction of an enterprise wide system affecting a small group of

...

  • clients.
  • An IT malfunction that keeps a user from completing a critical or immediate task.
4 Hours6 HoursNext
Business Day
Noon Next
Business Day

priority threeImage Modified

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

priority fourImage Modified

  • 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

...

another support team.  Campus closures

...

or other emergencies may delay the time necessary to complete requests.

...

 While we strive to exceed our expectations, high call volume times, such as the start of the semester, may result in a delayed response.

...

Issue Type/Description

Expected Resolution Time

Notes

Network Connectivity

...

For issues relating to connectivity via ethernet or ArgoAir

1 business day
  • Wiring repairs

...

  • may take longer than one business day, but ITS will attempt to make arrangements for alternate connectivity

...

titlePrinter Problem: Varies

...

  • .
  • For issues with wireless connectivity, troubleshooting may be provided at our walk-in counter (hours listed above).

Printer Connectivity

For issues connecting to a new printer or experiencing printing issues

1 - 2 weeks

...

  • If

...

  • hardware needs to be replaced, resolution time may vary based on hardware order and delivery times

...

  • .

...

...

Computer Hardware

...

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, a data recovery process is necessary which

...

  • may take longer.

...

  • Loaner computers are available for emergency situations.
    • Basic image only.
    • No special software will be installed.
    • Loaner computer must remain on campus.
Expand
titleClassroom 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).

...

titleSoftware Problem: Varies

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. 

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

...

  • Installation.

...

Software Installation


1 - 2 weeks
  • If office visit is required, 1 - 2 weeks.
  • If completed via phone by an analyst between calls, possibly within a week. 
Expand
titleTelecommunications/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. 
Expand
titleAdd Data to Banner ODS: 1 week
 
Expand
titleGoogle Calendar Location/Resource Request: Approximately 1 business day

 

Expand
titleHardware 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.
Expand
titleIP Request: Approximately 1 business day

 

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

 

Expand
titleBanner Access Request: Approximately 2 -3 weeks

 

Expand
titleBanner ODS Access Request: 3 business days

 

Expand
titlePossible 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.
Expand
titleCell Phone/Mobile Device UWF Data Setups:
  • Immediate set up for walk-ins (hours listed above). 
Expand
titleWireless Setup:
  • Can be set up via phone in some cases.
  • Immediate set up for walk-ins (hours listed above).

...

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.