Information Technology Services
Extended Tech Support Hours for Senior Management Group (SMG) Titles
M–F, 6:30 a.m. – 6:00 p.m.: Contact IT Service Desk (These are normal support hours for all employees.)
M–F, 6:00 p.m. – 9:00 p.m.: Contact Helpdesk. Helpdesk will contact an on-call technician.
Sat. and Sun., 10:00 a.m. – 4:00 p.m.: Contact Helpdesk. Helpdesk will contact an on-call technician.
- Response Time: The on-call technician will respond within one hour, and will start working within two hours to resolve the issue. (The issue may need to be resolved through a temporary workaround until the next business day.)
- Emergencies are defined as situations with broad impact, such as security problems, or the network or e-mail are down.
Limited home support is provided for SMG personnel.
- ITS provides home support by e-mail or phone only for UC owned computers.
- The customer is responsible for the wired and wireless home network connections. This includes installing networking equipment. If ITS determines there are problems with the home Internet access, the customer must contact the ISP for assistance or a third-party vendor that provides home computer support.