Table of contents
Service level expectations
If you report an issue to DIT, you should expect your Normal Priority case
- To be assigned within 4 business hours
- To be responded to on the same business day (next day response by midday if created after noon)
- To be resolved within 5 business days.
Updates to the Customer will be sent on a daily basis for cases that are in progress, with the first update coming within 1 business day of creation.
If a case is critical to campus operations and gets High Priority, it can be expected to be
- Assigned within 15 minutes
- Resolved the same business day
Some cases may have a workaround or may not be as urgent and will be set with Low Priority:
- Assignment by the next business day
- Resolution within 10 business days
Business hours
Division of Information Technology (DIT)
M-F 8 am to 5 pm
| Monday through Friday | 8am to 5pm |
Service Desk
| Monday through Friday | 8am to 5pm | (Summer and Winter) |
| Monday through Thursday | 8am to 10pm | (Spring and Fall) |
| Friday | 8am to 6pm | (Spring and Fall) |
Network Operations Center (NOC)
24 hours a day/7 days a week (On-Call Support during some hours)
IT Service Desk
Generally, the IT Service Desk acts as a hub for reporting technical support incidents and service requests.
Supported services
"Supported" means that the IT Help Desk will make every attempt to perform any steps they are responsible for, with the expectation that they will perform one of the following:
- Resolving the incident
- Completing the service request
- Escalating it to the appropriate person or group for resolution and completion
Referral services
"Referral" means that the IT Service Desk does not support the requested service; therefore, the customer will be referred to another resource (e.g., campus technician, vendor, another division, or another IT department) for assistance with the request. Referral services include: