We will return calls to alert customers that a ticket has been written. Priority is normally given to answering the telephone. During busy hours, we may request telephone callers to leave a phone number for callback so as to help people who are waiting in the queue. Keeping labs open and operating at capacity is always a top priority but especially when in use by a regularly scheduled class. Urgent calls receive attention within one hour or the next work day.
High calls receive attention within twenty-four hours or the next work day.
Medium calls will be scheduled for resolution within one to two work days. These calls will be closed within 5 working days. Low calls will be responded to or scheduled for resolution within two to three working days. These calls will be resolved within 10 working days. Low priority generally includes request for new functionality such as software upgrades, hardware upgrades, specifying and installing new hardware and software.