Response times are based on the existing OIT service model and objectives, and they may vary based on the complexity of specific issues.

Cell Phone/Mobile Device:

Immediate set up for walk-ins (hours listed above).

CMS Access and Training:  See Web Services.

Computer Hardware Repair:  Varies
Diagnose and resolve problem:  3 – 4 weeks

  • If hardware needs to be replaced, OIT will order necessary parts.
  • Goes into work order queue.
  • If machine requires a revamp:  3 – 4 weeks
  • If hard drive requires setup, a data recovery process is necessary which takes longer.

E-Mail – System-wide Issues:  4 hours
Troubleshooting failures.

E-Mail – Single-user Issues:  48 hours
Troubleshooting failures, account setting problems.

Enterprise Application Issues:  Varies
(Issues related to any internally developed application. ie BAMF)
Account management:  2 hours
Application Server Issues:  2 hours
Bug fixes:  24 hours
New Feature requests (simple):  1 month
New Feature request (complex):  Determined by complexity.

Hardware Installation/Setup:  3 – 4 weeks from opening of work order
During summer and fall semesters, when many departments make new computer purchases, the wait time may be longer.

  • OIT reserves the option to impose a “blackout” time on revamps when the OIT Support work load is significantly higher than normal.

Printer Problem:  1 week
If hardware needs to be replaced, resolution time may vary based on hardware order and delivery times.
Goes into work order queue.

Shibboleth:  Varies
Account management:  2 hours
Server/Software Issue:  6 hours
New Service Provider Registration:  24 hours
Service Provider Issues:  Dependent on provider.

Software Requests – OIT Computer Labs:  Varies
Expect contact from OIT staff within 2 business days.

Software Install – Workstation:  Varies
If office visit is required, 2 – 3 weeks.
If completed via phone by an analyst between calls, possibly within a week.

Software Problem:  Varies
OIT will attempt to resolve the issue over the phone within one business day.
Software may need to be installed or re-installed.

Static IP Request:  Approximately 3 business days
Systems Administration Tasks:  Varies
Change share permissions:  1 day
Create new share:  3 days
Setup network printer queue:  1 day
Install software upgrade:  Varies depending on complexity, scheduled with system owner.
Restore data due to user deletion/corruption:  2+ days, depending on amount and type of data.
Operations requiring system downtime:  1 week, depending on maintenance window.

Systems Design Proposals or Specifications Recommendations:  Varies

  • “Simple” systems consisting of one or two servers:  1 week after complete information has been provided.
  • “Complex” systems consisting of several servers, multiple storage elements, or highly specialized software:2 – 4 weeks after complete information has been provided.
  • “Enterprise” systems for services used HSC-wide: 4 – 8 weeks.

Systems- New Installation:  Varies
The following refer to initial setup only and may not include the necessary testing periods and other tasks that vary by system type and magnitude:

  • “Simple” systems consisting of one or two servers:
    Virtual Server:  1 – 2 days after service agreement is finalized.
    Physical Server:  1 – 2 weeks after receipt of all necessary hardware and software.
  • “Complex” systems consisting of several servers, multiple storage elements, or highly specialized software:
    2 – 4 weeks weeks after receipt of all necessary hardware and software.
  • “Enterprise” systems for services used HSC-wide:  Implementation plan will be provided.

Note: There is generally a 2 – 3 week delivery time for new server equipment after the order has been processed by the Purchasing department.

Telecommunications/Telephones:  Varies
VoIP Telephones line and name changes:  3 days
VoIP Telephones hardware procurement:  2 weeks (depending on replacement hardware availability)
Legacy Telephones:  Varies depending on vendor.

Video Conferencing:  Varies
Video Conference Quote:  3 weeks (depending on vendor)
Video Conference Installation:  10 weeks from date of PO issue
Video Conference Hardware/Codec Failure:  5 business days

Virus (possible):  Varies
Machine should be taken off the network immediately for investigation.
Analyst determines if there is a virus or spyware:

  • Virus:  act immediately.
  • Spyware clean:  1 – 2 weeks (OIT will investigate for RootKit and other problems).

If client is a repeat offender, security team may make image before cleaning machine and investigate cause of infection.

Web Services: Resolution may depend on size and scope of project; please contact web@health.tamu.edu for specific estimates.

  • CMS Access:  24 hours
    Dependent upon authorization and training.
  • CMS Technical Issues:
    Dependent upon issues or specifications.
  • CMS Workflow Requests:  1-2 days
    Dependent upon authorization, training and workflow definition.
  • CMS Training:
    Monthly training sessions available.
    Urgent 1-on-1 training available by request.
  • Website, Content Modification: Initial contact within one day, completion times vary.
  • Website, Development:  Initial contact within one day, completion times vary.
  • Web, Feature Request:  Varies
    Dependent upon specifications, project creation and component webmaster.
  • Website, Troubleshooting:  Initial contact within one day, completion times may vary.
  • Web Form Development:  Initial contact within one day, completion within 1 week.
  • Web Projects:  Initial contact within one day, completion times may vary.

Wired Network:  Varies
New port requests can take several weeks depending on vendor availability.
Port activations:  4 days
DNS Changes:  2 days
Firewall Port Request:  1 week

Wireless Network:  Varies
Laptop Setup can be done via phone in some cases.
Immediate set up for walk-ins; hours listed above.
AP problems:  1 week (depending on replacement hardware availability)

Wireless Setup:  Varies
Can be set up via phone in some cases.
Immediate set up for walk-ins.