Service Description
IT can provide assistance to faculty, staff and students who need help setting up their accounts or resolving a login problem.
Standard Features
IT provides assistance with the following systems:
- Alcohol EDU / Haven EDU
- Banner (Self-Service and Banner Admin)
- Bengal Success Portal (Starfish)
- BizLibrary
- Blackboard
- Campus Computers and Wireless
- Campus E-mail (Gmail and Microsoft 365)
- Degree Works
- HR Time and Attendance
- Parking Permit
- Qualtrics
Optional Features
Self-service options for students:
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 must provide demographic information and photo ID to IT staff if a password reset is needed.
IT Responsibilities:
- IT will assist faculty, staff and students with activating accounts for first time.
- IT will perform manual password resets when needed.
- IT 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.
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 1 - High |
|
| Response Time |
4 hours |
| Resolution Time |
1 business day |
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