If you report an issue to DIT, you should expect your Normal Priority case
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
Some cases may have a workaround or may not be as urgent and will be set with Low Priority:
M-F 8 am to 5 pm
| Monday through Friday | 8am to 5pm |
| 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) |
24 hours a day/7 days a week (On-Call Support during some hours)
Generally, the IT Service Desk acts as a hub for reporting technical support incidents and service requests.
"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:
"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: