Email Issue

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
  • Answer general questions related to using Gmail or Microsoft 365

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

 
Open a Ticket

Related Articles (4)

Learn how to setup the Outlook app on your Android phone
Learn how to setup the Outlook app on your iPhone

Details

Service ID: 19318
Created
Fri 4/21/17 3:26 PM
Modified
Wed 10/13/21 1:41 PM