Network Issues

Service Description

Network issues

Ensuring seamless connectivity is paramount, and the Information Technology team is dedicated to providing robust support for troubleshooting and resolving network issues on campus-owned client devices. We cater to the diverse network needs of staff and faculty, promoting an uninterrupted digital experience. 

Standard Features: 

Our dedicated Information Technology experts can address a range of network-related issues on campus, including but not limited to: 

  • Network/NIC card issues (e.g., Hardware or driver issue) 

  • No Internet connectivity  

  • VPN connectivity 

  • Wired connection (ethernet, LAN) 

  • Wireless connection 

  • Issues related to network printers (e.g., printer is "offline") 

Optional Features:

Optional Service Features include the ability to submit a warranty claim to replace hardware components if necessary. 

Related Knowledge bases:  

How to Request      

Initiate your network support request by clicking the "Request Service" button and completing the request form. 

 If immediate assistance is required, please contact the IT Service Desk:

Roles and Responsibilities 

User Responsibilities:  

  • Users are responsible for providing detailed information related to the request, including their contact information, device name, location of affected computer(s), and a detailed description of the network connectivity problem. 

  • Users agree to allow Information Technology staff to access their office to troubleshoot the network connectivity issue. 

  • Users agree to allow Information Technology staff to remotely access their computer(s) to troubleshoot the network connectivity issue. Please Note: Restarting the problematic computer and/or peripheral often resolves many network-related issues. Before opening a ticket with the IT Service Desk, please ensure you have restarted your computer to check if this resolves the current issue. 

Note: A delay in response and resolution time may occur due to missing required information. 


IT Responsibilities:

  • Information Technology will assist with hardware that is not functioning properly. 

  • Information Technology will communicate the status of the request to the user as needed. 

Service Audience  

Faculty, Staff, Student

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 3 - Medium


Response Time 

 4 hours 

Resolution Time 

 1 business day 

Please Note:Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g., IT is waiting for additional information from the requestor) does not count toward the Resolution Time  
Request Service


Service ID: 54168
Tue 12/12/23 9:04 PM
Fri 5/31/24 12:33 PM