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Response Time, Status Updates, Escalation

This article applies to: Managed Servers


Response Time

CIT's goal is to respond to non-urgent support requests within two business days.

Urgent requests are handled as quickly as possible. Please see how to make an urgent request.

Status Updates

For a status update on a request in the queue, reply to the most recent email you received. Make sure your ticket number, for example INC000001234567, remains in the Subject line.

Escalation

If you have an urgent need for status, please contact the IT Service Desk at (607) 255-5500. Ask the staff member to connect you to the Systems Administrator on-call, noting that this request should be considered urgent.

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