Service Level Agreements & Timelines
IT Help Desk
Method of Contact
The Help Desk acts as the central point of contact for all IT technical support. These include issues related to user accounts, printing, email, Office 365 and computer assistance. For an exhaustive list of support areas, review the Service Catalog. Support requests may be submitted via email, by phone or in person.
Note: While the IT Help Desk is an excellent resource, it’s important to know that assistance with personal computers, networks, and equipment is not available. Please review the Computer User Agreement for details regarding policies and procedures.
Hours of Operation:
Monday to Thursday: 8:00 am – 7:00 pm
Friday: 8:00 am – 5:00 pm
Saturday: 1:00 pm – 5:00 pm
*Exceptions may be made for closures due to holidays, administration, or inclement weather.
When contacting the Help Desk by phone please be near a computer and have your Student/Staff ID and phone number handy. You will also be asked for a Description of the problem, course name, and number and if experiencing an error, the exact error message.
If you are submitting a ticket via the portal or through email, be sure to include a screenshot of the issue or error code and a detailed description of the problem.
Help Desk Responsibility
The ticketing system will maintain a record of all support requests and the steps of resolution once resolved. When receiving a request by telephone the Help Desk member will attempt to determine the nature of the problem, create a service ticket and attempt to resolve the inquiry. If the technician is unable to resolve the inquiry, it will be escalated to the appropriate technician or staff member. During normal business operation, all incoming requests will receive an initial response within two hours.
Priorities and Response Times
The Help Desk will utilize the following guidelines in handling requests and will make all reasonable attempts to respond and resolve each request within the timeframe allotted. Actual response and resolution times may vary depending on the volume of requests at any given time. If a request cannot be handled within the allotted timeframe the customer will be notified and provided an estimated time of completion.
Initial Response: Within two hours of the request being submitted.
Standard Support Request: Standard requests are resolved within the same business day.
Escalated Support Request: Requests that are escalated are typically resolved within five business days.
Major Incident/Request: Resolving major incidents depends on the severity of an issue and will be resolved as quickly as possible.