What Is It?
Get help with end-to-end management of software applications and systems to ensure they are well-designed, integrated, supported, and optimized.
Requirements
There are no specific requirements to initiate a request. However, providing detailed information about the application or system in question will help expedite support.
Who Is Eligible To Use It?
This service is available to College of Medicine faculty, staff, and affiliated departments.
Where Can I Get It?
Select the Request Support button on this page to submit your request.
How Do I Use It?
Once your request is submitted, the COM IT team will review and initiate the appropriate support actions. For guidance on using supported applications, contact the IT Service Desk.
How Much Does It Cost?
These services are free for employees in the Office of the Dean and part of the cost-recovery cost for departments with an active support MOU with COMIR.
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 |
- Minor updates or consultations: Within 5–7 business days.
- New application onboarding or major lifecycle planning: Within 10–15 business days, depending on scope and complexity.
|
| Incident Resolution Time |
- Critical incidents: Within 4 business hours.
- High priority: Within 1 business day.
- Standard issues: Within 3–5 business days.
|
| Service Availability |
- 24x7 availability for request submission.
- Processing occurs during business hours (e.g., 9 AM – 4:30 PM, Monday–Friday).
|
| Maintenance Window(s) |
Scheduled outside business hours with at least 3 business days’ notice. |
| Service Notification Channel(s) |
- Email/Slack notifications to requester.
- Updates posted on the IT service portal or dashboard.
|