Customer Service Goals

The purpose of this document is to inform our customers about Information Technology Systems and Services expectations about response times, deadlines, and whether or not services are billable.

These guidelines are intended to be helpful to ITSS customers in determining whether their expectations are consistent with ITSS expectations. Further, we hope that this will help our customers to know when a request has dragged on too long. Although we try hard to track all of our service requests carefully in ITSS, we do occasionally make mistakes, and we rely on our customers to inform us when we have done so. At certain times of the year, such as a few weeks before Fall semester begins, our workload may also impact the timeliness of our response to requests. If you find that a request has exceeded the time period indicated below, please inquire of the appropriate ITSS manager about your request:

• Sally Bradt (sbradt, 8856) for Novell and Windows services, desktop support and repair services, and web services.
• Dan Burrows (dburrows, 8846) for computer systems and services, consulting and programming, network services, and telephone services.
• Jason Davis (jdavis, 8782) for classroom services, computer lab services, data entry services, and help desk services.
• Steve Patterson (spatters, 8785) for administrative computing, billing and accounting, consulting and programming, training, and instructional support.
• Linda Deneen (ldeneen, 7588) for policy questions and tasks that do not easily fit into any of the above categories.

The table below is divided into four columns.

• The first column gives the description of the task. Tasks are divided into general categories.
• The second column indicates whether or not this is a billable item. For billable items, ITSS staff are requested to ask for a budget number before beginning a job. If you are reluctant to pay for any reason, the ITSS staff member will refer the request to their manager. ITSS staff members should not start work on a job until all billing issues are resolved.
• The third column indicates how long you should expect to wait before the person who will work on the task contacts you initially to gather more information about the task. If nothing is listed in this column, it indicates that the contact is made and the task is completed in a single visit.
• The fourth column indicates how long you should expect to wait before the task is completed. Times are assumed to be work times; for example, a response time of one day means one working day.

Information Technology Systems and Services Task List

For more information about terms of ITSS work, please see Guidelines for Consulting Work.