Service Description
Request assistance from Information Technology for issues related to Managed Print Services.
Standard Features
Information Technology can provide assistance with the following:
- Answer general questions related to Managed Print
- Address issues with printers used for Managed Print (e.g. printer is "offline")
- Replace toner / fill paper at Manage Print locations
Optional Features
Self-service articles related to Managed Print Services:
Roles and Responsibilities
User Responsibilities:
- User is responsible for providing details related to the request including their contact information, make/model and location of affected printer(s), and detailed description of the problem.
- User agrees to allow Information Technology staff to access their office to troubleshoot the printing issue.
- User agrees to allow Information Technology staff to access their computer(s) remotely to troubleshoot the printing issue.
Please Note: Restarting the problem computer and/or printer resolves many printing related issues. Before opening a ticket, please make sure you have restarted your computer and powered the printer off/on to see if this resolves the current issue you are having.
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.
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
Service Audience
Staff, Faculty, 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 |
| 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. Resolution time may be longer if items are not in stock. 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
There are no costs associated with this service.
Associated Policies
There are no associated policies for this service.