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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 the first weeks before and during Fall semester, 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:

The table below is divided into four columns.

Information Technology Systems and Services Task List

Service Billable Initial Contact Total Time
Administrative Computing
ImageNow Support Yes 2 days project dependent
Enterprise Systems Service Requests Yes 2 days project dependent
File Transfers Yes 2 days 3 days
Label Requests Yes 2 days project dependent
Online Survey Setup Yes 2 days 3 days
Billing and Accounting
Monthly Billing No NA 4 days after end of month
Response to Billing Inquiries No 2 days 1 week
Response to Vendor Invoice Inquiries No 2 days 1 week
Classroom Services Billable Initial Contact Total Time
AudioVisual Equipment Reservations No 1 day 1 day
ITV Scheduling Yes 1 day 2 days
Video conversion and copying Yes 1 day 1 week
AudioVisual Room Design / Installation Yes 2 days 1 week
Audio / Video Event Support Yes 2 days 1 week
Laptop Rental Yes 1 day 1 day
Desktop Computer / Peripheral Support
Customer Equipment Repair Yes at visit 2-5 days + time for parts if needed
Lab Equipment Repair Yes 1 day 2 days
Software Configuration / Support varies 1 day project dependent
Computer Systems and Services
File Reloads (central systems) Yes 1 day 2 days
File Recovery (PCs and disks) Yes 1 day 2+ days
Software Installation project dependent 1 day 1 week
AD Print Queues No 1 day 3-5 days
Consulting and Programming
Consulting see Guidelines for Consulting Work. 2 days project dependent
Programming / Web Development Yes 2 days project dependent
Data Entry Services
Data Entry Yes 1 day project dependent
Help Desk Services
Direct Response No at call NA
Call Back After Voice Mail No 30 minutes NA
Email Response or Referral No 1 day problem dependent
Instructional Support
Test Scoring No NA 2 days
Student Evaluations No NA end of finals
WebDrop Setup No 1 day 3 days
eGradebook Setup No 1 day 3 days
Refunds for Student Lab Fee No 1 day 2 days
Network Services
Network Repairs Only if user created problem web form 1 day
New Installation Yes web form project dependent
Move Existing Connection Yes web form 2 weeks
Telephone Services
Repairs Only if intentionally damaged or destroyed web form 1 day
Voice Mail Problems No 1 day 1 day
New Installation Yes web form 2 weeks
Move Existing Phone Yes web form 2 weeks
Upgrade Existing Phone Yes web form 2 weeks
Faculty / Staff Long-Distance Account Setup No 1 day 2 days
Training
Seminars Sometimes NA as scheduled
Self-Paced Training No NA project dependent
Special Events Yes NA project dependent

Rev: 11.13 sab

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The University of Minnesota is an equal opportunity educator and employer.
Last modified on 11/08/13 02:38 PM
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