Service Description
Information Technology can provide assistance to faculty, staff and students who need help resolving an email issue.
Standard Features
Information Technology provides assistance with the following:
- Help troubleshoot and resolve issues related to sending/receiving email
- Help troubleshoot and resolve issues related to accessing shared calendars
- Help troubleshoot and resolve issues related to using Outlook
Optional Features
There are no optional services associated with this service.
Roles and Responsibilities
User Responsibilities:
- User is responsible for providing details related to the issue including their contact information and a full description of the problem.
- User agrees to allow Information Technology staff to access their campus-owned device and/or personal mobile device.
Information Technology Responsibilities:
- Assist with the resolution of issue on campus-owned device and/or personal mobile device.
- Communicate the status of the request to the user as needed.
How to Request
Click the Open a Ticket button and complete the request form.
If immediate assistance is required, please contact the IT Help Desk:
- Phone: 716-878-4357
- In Person: Butler Library 103 at the "Ask Us" desk (appointments are recommended)
Service Audience
Faculty, Staff and Students.
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
| Service Level 2 - Normal |
|
| Response Time |
1 business day |
| Resolution Time |
3 business days |
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.
Institutional Policies
Policy on the Use of Electronic Resources