Service Level Agreement - Requesting Service

We encourage our customers to use the Helpdesk or the Student Computer Helpdesk as their first point of contact for computer troubleshooting services and questions related to IT. Attempting to contact IT staff who are not part of the Infrastructure and Computing Department frontline services group could cause delays in getting a problem resolved.

CNAV provides access to our computer and telecommunications helpdesk system. Via CNAV, a customer can submit a helpdesk request on line, check the status of any outstanding request, as well as look up their entire helpdesk request history.  Because the helpdesk tool in CNAV is updated continuously, a customer submitting a helpdesk request via CNAV can see it listed immediately. In addition, CNAV provides status reports.  A customer can find out how many service requests he or she has open or how many problems have been reported in a given time period. Helpdesk Resolution Notes provide customers with a brief description of what IT did to fix a problem.

Please call the HelpDesk at extension 7000 for information on computer purchases.  For more information about Infrastructure and Computing Deparment services, there is also a webpage which features Frequently Asked Questions.