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:
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Network/NIC card issues (e.g., Hardware or driver issue)
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No Internet connectivity
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VPN connectivity
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Wired connection (ethernet, LAN)
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Wireless connection
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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:
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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.
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Users agree to allow Information Technology staff to access their office to troubleshoot the network connectivity issue.
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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:
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).
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Service Level 3 - Medium
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Response Time
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4 hours
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Resolution Time
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1 business day
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| 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 |