Hours & Response Times

Staffing
Response Expectations
Resolution Expectations

The ITS Help Desk provides UWF technology support according to the staffing schedule below. System outages are responded to by an on-call analyst when the Help Desk is closed. Although most issues are resolved during the initial contact, it may be necessary to escalate or assign your issue to the appropriate ITS support staff or your area's Local Support Provider.

Staffing:.

Monday - Friday 8:00 am to 5:00 pm	Monday - Thursday 5:00 pm to 10:00 pm	Responds to system outages when the Help Desk is closed

Walk-in customers may visit us 8:30am to 4:30pm on weekdays.

Response Expectations:

There are different designated response behaviors based upon the time of day and the priority of the service.

Priority	Description	Response	Response	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:

Network Connectivity Problem: 1 business day

• Wiring repairs will take longer, but ITS will attempt to make arrangements for alternate connectivity.

Printer Problem: Varies

• ITS will attempt to resolve problems with multi-user network printers within 1 week if no other printer is available in the office. ITS will attempt to resolve other printer problems within 4 weeks.
• If hardware needs to be replaced, resolution time may vary based on hardware order and delivery times.
• Goes into work order queue.

Computer Hardware Repair: Varies

• Diagnose and resolve problem:  4 weeks
  • If hardware needs to be replaced, analyst will order necessary parts.
  • Goes into work order queue.
  • If machine requires a revamp:  7 - 8 weeks (please see Revamp/Setup above).
  • If hard drive requires setup, a data recovery process is necessary which takes longer.
• A couple loaner computers are available for emergency situations.
  • Basic image only.
  • No special software will be installed.
  • Loaner computer must remain on campus.

Software Problem: Varies

• 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.

Telecommunications/Telephones: Varies

• 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.

Add Data to Banner ODS: 1 week

Google Calendar Location/Resource Request: Approximately 1 business day

Hardware Installation/Setup:  7 - 8 weeks from opening of work order

• 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:  3 days 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.

IP Request: Approximately 1 business day

Software Requests - eDesktop and ITS Computer Labs: Varies

• You will be contacted by ITS staff within 2 business days.

Software Install - Workstation:  2 - 3 weeks

• If office visit is required, 2 - 3 weeks.
• If completed via phone by an analyst between calls, possibly within a week.

ArgoNet Account Request: 1 business day

Banner Access Request: Approximately 2 -3 weeks

Banner ODS Access Request: 3 business days

Possible Virus:

• Machine should be taken off the network immediately for investigation.
• Analyst determines if there is a virus or spyware:
  • Virus:  act immediately.
  • Spyware clean:  2 - 3 weeks (analyst will investigate for RootKit and other problems).
  • If on-site visit is required, may take longer.
• If client is a repeat offender, security team may make image before cleaning machine and investigate cause of infection.

Cell Phone/Mobile Device UWF Data Setups:

• Immediate set up for walk-ins (hours listed above).

Wireless Setup:

• Can be set up via phone in some cases.
• Immediate set up for walk-ins (hours listed above).

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.