Response times are based on the existing OIT service model and objectives and may vary based on the complexity of the issue.

Service Level Description Full Staff Response Time* Limited Staff Response Time* Resolution Goal**
Emergency

Users must call Help Desk at 800-799-7472 to prevent delays in resolution of the issue.

Clinic issues or Classroom equipment issues.
A malfunction of an enterprise-wide system impacting a significant group of customers.
A malfunction of a mission-critical system, service, or application which affects multiple students, employees, or departments.
Also includes Exam Support Services for any college at the HSC.
~5 minutes ~1 hour ~30 minutes
Urgent

Users must call Help Desk at 800-799-7472 to prevent delays in resolution of the issue.
A malfunction of an enterprise wide system affecting a small group of users.
A malfunction that hinders a client from meeting a critical deadline.
~1 hour ~2 hours ~4 hours
Standard Routine support requests that impact a single user or non-critical issue. ~4 hours 1 business day 2 business days
Install or Change User needs something installed, changed, or moved. ~4 hours 1 business day Varies – See Resolution Expectations
Project or Research User needs information or help with a more in-depth, complex, or long-term project. 1 business day 2 business days Varies – See Resolution Expectations

*Response Time is the estimated maximum time frame in which OIT personnel try to respond to your request, not necessarily the time frame in which the problem will be fully resolved.

**Resolution Goal is an estimate of the time frame in which OIT personnel will try to fully resolve the problem.

To manage all of the requests that OIT receives, it is critical that they are classified based on their relative urgency. In the case of the first 2 classifications within the preceding chart, it is important that you help us understand the true severity of your problem when you call. Is it really a critical situation or do you have some means of working around the problem until we can respond? It is in everyone’s best interest to prioritize requests appropriately so that when a situation really is urgent, we’re in the best position possible to respond quickly.

Please Note:  Every attempt is made to solve each issue on first contact.  However, some issues require escalation to an advanced support team.  Campus closures, virus outbreaks, or other emergencies may delay the time necessary to complete routine requests. TAMHSC OIT reserves the right to “black out” certain times during the key, busiest time of the semester for certain request types due to the increased demand for Support services.

For use in determining anticipated response times, please refer to OIT Resolution Expectations.

Last Reviewed: 8/7/2018