Users have the option of leaving a message in voice mail during regular hours or after hours. 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.