There are different designated response behaviors based upon the time of day and the priority of the service.
Response Expectations
Priority
Description
Monday-Friday
8AM - 5PM
Response
Monday-Thursday
5PM - 9PM
Response
UWF Holidays and Weekends
Response
Resolution Goals
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 Hour
2 Hours
4 Hours
As Soon As Possible
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 Hours
6 Hours
Next Business Day
Noon Next Business Day
Routine support requests that impact a single user or non-critical issue.
6 Hours
Next Business Day
Next Business Day
6 Business Hours
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. ITS reserves the right to “black out” certain times during the key, busiest time of the semester for certain request types due to the increased demand for ITS Help Desk services.
Wiring repairs will take longer, but ITS will attempt to make arrangements for alternate connectivity
ITS will attempt to resolve problems with multi-user network printers within 1 - 2 weeks.
If hardware needs to be replaced, resolution time may vary based on hardware order and delivery times.
Goes into work order queue.
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.
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).
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.
If office visit is required, 1 - 2 weeks.
If completed via phone by an analyst between calls, possibly within a week.
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.
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.
ITS reserves the option to impose a “blackout” time on revamps when the ITS Help Desk work load is significantly higher than normal.
You will be contacted by ITS staff within 2 business days.
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.
Immediate set up for walk-ins (hours listed above).
Can be set up via phone in some cases.
Immediate set up for walk-ins (hours listed above).
