Although the problem may not be completely resolved, it should at least be in process within that time. Once a call or web request is received, it is entered into a database and tracked. As open calls approach the 8 hour mark, they are monitored and we try to shift resources so that they are responded to. At 8 hours the calls have escalated to the coordinator for the type of service required. Further escalation goes to the CIO if required.
Different services do carry a different priority.
There are of course, exceptions. We try to make sure that our resources are dedicated to the highest priorities at any given time. In any case, if you have submitted a request via the web or the support desk, you will be able to request status from the support desk and in the future, via the web. If at any time you feel that your request is not receiving appropriate attention, you have the option to call our service group coordinators or the CIO at 974-7555. A backup is the best way to protect your important files against a hardware or software failure.