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 (SSB and INB)
- Blackboard
- Bengal Success Portal (Starfish)
- Campus Computers and Wireless
- Campus E-mail (Gmail and Office 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: Bulger 200
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.
Institutional Policies
Policy on the Use of Electronic Resources