What Is It?
This service provides assistance with the installation, configuration, troubleshooting, and maintenance of institutional hardware (desktops, laptops, peripherals), supported software applications, printers and general IT Support.
Other Service Names
- Access Control
- CBT (Computer-Based-Testing)
- Desktop & Device Support
- Digital Signage
- Network Troubleshooting
- Printing and Related Services
- Purchasing
- Software Support
- Tech Helpdesk
Requirements
Requests must comply with institutional IT policies. Hardware and software must be institution-approved. Printer support applies to networked and departmental printers managed by IT.
Who Is Eligible To Use It?
Students, faculty, staff, and authorized affiliates who use institution-provided hardware, licensed software, or supported printers.
Where Can I Get It?
Select the Request Support button on this page.
How Do I Use It?
Submit a ticket describing the issue or request. Include details such as device type, asset tag, software name/version, and printer location.
How Much Does It Cost?
There are no direct costs for standard support. Costs may apply for hardware replacement or non-standard software licensing.
How Can I Get Support?
If you are experiencing a problem with this service, please submit a ticket using the form on this page.
Service Levels
| Initial Response Time |
Within 1 business day. |
| Service Request Fulfillment Time |
- Standard requests: Within 3–5 business days.
- Urgent requests (e.g., critical device failure): Within 1 business day.
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| Incident Resolution Time |
- Critical incidents: Containment within 4 hours; resolution within 24 hours.
- Standard incidents: Within 2 business days.
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| Service Availability |
- 24x7 availability for ticket/service request submission.
- Support available during business hours (9 AM - 4:30 PM, Monday–Friday).
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| Maintenance Window(s) |
Scheduled outside business hours with at least 3 business days’ notice. |
| Service Notification Channel(s) |
- Email notifications to affected users.
- Updates posted on the TDX service portal.
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