Standard Hours: 8:00am-4:30pm (M-F)
Ticket Submission: Email, Phone, Web, Face-to-Face
During Standard Hours of service, the Help Desk will respond to any help requests as fast as possible. During these hours, you will receive a response back to your ticket (regardless of the issue) within 4 working hours.

Extended Hours: 4:30pm – 9:00pm (M-Th)
Ticket Submission: Email, Phone, Web
During Extended Hours of service, a Help Desk technician is on call to assist primarily with on campus problems. However, if needed, the technician will attempt to answer any questions that arise. If the technician cannot immediately solve a problem, the technician will create a ticket for the problem and the problem will be addressed first thing during Standard Hours.

Priorities and Response Times
The Help Desk will use the following guidelines in prioritizing requests and will strive to begin working on the problem within the target time frame.

PriorityCriteriaResponse Time
HighReset/enable passwordsImmediate response by calling the Help Desk during standard hours.
If sending an email to within 8 standard hours.
HighClassroom assistance before or during a class.Immediate response by calling the Help Desk during standard or extended hours.
HighDistance Learning ToolsImmediate response by calling the Help Desk during standard hours.
If sending an email to within 8 standard hours.

Service Level Agreement

NOTE: For problems arising other than those listed above, you will receive a faster resolution to the problem by your problem. To submit a ticket now, view our ticket submission page. To get the fastest resolution time possible, please view our tips to getting your questions answered faster page.

Location: Waters Hall S202 & Library