Service Description
Request assistance with the recovery of data from a campus-owned client device (due to accidental deletion or data loss due to hardware failure).
Standard Features
Standard Service Features include:
- Evaluate incident and process in a timely manner
- Attempt to recover data using data recovery utilities
- Transfer data to working device/drive (if necessary)
- Follow up with user to confirm successful resolution
Optional Features
Optional Service Features include:
- If recovery utilities are unsuccessful, Information Technology can arrange to have device shipped to a third-party data recovery service (at the user’s or department’s expense)
Roles and Responsibilities
User Responsibilities:
- User is responsible for providing details related to the incident including their contact information, device name and location of affected computer, and detailed description of the problem.
- User agrees to allow Information Technology staff to access their computer(s) remotely to scan/diagnose/troubleshoot device.
Information Technology Responsibilities:
- Information Technology staff will assist with data recovery efforts and will liaise between user and third-party data recovery service if necessary.
- Information Technology staff will 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.
Service Audience
Faculty and Staff.
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.
Service Pricing
Pricing is contingent on severity of damage to device.
Institutional Policies
Policy on the Use of Electronic Resources