Learn More About CITSG Support
Under normal conditions, CIT’s target response (a response is when a request has been acknowledged and assigned) for typical support requests is one business day. Management staff monitor requests remaining in the queue and assign priority based on the following criteria:
Any unscheduled outage with wide-ranging business impact requiring immediate resolution, or problems that would affect the productivity of multiple people. For example, services unavailable due to the server being down. For Urgent requests, call 5-5500, state issue as “Urgent”. Response time: within one business hour.
Issue affecting a single customer who cannot perform their job. For example, a computer will not power up, a customer unable to log onto computer, or hard drive failure. Response time: within 4 business hours.
Issue affecting a single customer, limiting their ability to perform their job. For example, a customer is unable to print to a particular printer, but can print elsewhere. Response time: within one business day.
If you're contacting support after normal hours, on the weekend, or on a holiday, please e-mail firstname.lastname@example.org.
If your issue is urgent, please follow up with a phone call to 607-255-5500 as soon as the IT Service Desk opens (hours are 8am-6pm ET, Monday-Friday).
When reporting an issue, the following information is helpful to us:
- The problem you are experiencing;
- The equipment you are using, including operating system, if applicable;
- What triggers the problem, if it can be identified;
- Any error messages you have received, with screenshots, if possible;
- How often the problem occurs;
- What steps you have taken to try to fix it, if any; and
- The best way and time to contact you.
Always identify yourself as a member of the CITSG Service Group to help the IT Service Desk efficiently manage your problem or request.