Service Description
Information Technology can provide assistance to Buffalo State cardholders who need help accessing spaces on campus that use of electronic access control (i.e., rooms that require the use of a campus ID card).
Standard Features
Standard Service Features include:
- Troubleshooting denied access with valid credentials.
- Troubleshooting non-responsive hardware or credentials.
Optional Features
Optional Service Features include:
- Replacing defective hardware.
Roles and Responsibilities
User Responsibilities:
- User is responsible for providing details related to the issue including cardholder contact information and a full description of the problem (building and room, date/time that incident occurred, etc.).
Information Technology Responsibilities:
- Information Technology will assist with hardware that is not functioning properly.
- Information Technology 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, Staff, 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