Response to Service Requests
ICT will respond to service requests within four hours under normal circumstances. Responses may be delayed when there are system problems or during periods of very high demand (start of the semester, finals week).
A response may include:
- acknowledging receipt of the request
- scheduling an appointment
- sending out someone to the site
- resolving the problem remotely and providing notification
- sending instructions or suggestions on how to fix or work around the problem/issue
Hours of Operation
ICT is staffed Monday – Friday during normal University hours:
- Fall, Winter and Spring semesters: 8:30-5pm
- Summer semester: 8 – 4:30pm
There is no 24 hour or holiday staffing. ICT staff may be available for events if discussed and approved by ICT in advance.
ICT staff monitors both voicemail and emails to firstname.lastname@example.org during university green days.
Electronic classroom presentation problems
During normal business hours ICT endeavors to respond quickly to presentation problems in Eggers and Maxwell Hall classrooms.
For support outside of normal business hours call Classroom Presentation Services (x5660) for assistance. They will assist with operational problems and contact ICT staff directly for computing related problems.
What about other critical issues?
For other critical issues, you should email email@example.com or call 443-3847. ICT monitors email support requests during the normal business hours and will respond as soon as possible. ICT also monitors the Maxwell network, our servers and our link to the rest of campus.
As a secondary option you may call 443-4742 to speak with ICT administrative staff who may page someone if appropriate.