Hours of Operation

The ITS Help Desk provides UWF technology support according to the staffing schedule below. Emergencies are responded to by an on-call analyst when the Help Desk is closed.

In addition to phone and email support, we also provide assistance through online chat, available 9:00am to 5:00pm weekdays. Walk-in customers may visit us 8:00am to 4:30pm on weekdays.

Although most issues are resolved during the initial contact, it may be necessary to escalate or assign your issue to the appropriate ITS support staff or your area's Local Support Provider.

The following chart explains staffing and response times based on the time of the day and the priority of the service.

Staffing:

Monday - Friday 8am to 5pm	Monday - Thursday 5pm to 10pm	Responds to emergencies when the Help Desk is closed

Response Expectations:

There are different designated response behaviors based upon the time of day and the priority of the service.

Priority	Description				Resolution Goals
	A malfunction of an enterprise wide system impacting a significant group of customers. A malfunction of a mission critical system, service, or application. A malfunction that hinders a client from meeting a critical deadline or affects multiple students, employees, or departments.	1 Hour	2 Hours	4 Hours	As Soon As Possible
	A malfunction of an enterprise wide system affecting a small group of customers. An IT malfunction that keeps a user from completing a critical or immediate task.	4 Hours	6 Hours	Next Business Day	Noon Next Business Day
	Routine support requests that impact a single user or non-critical issue.	6 Hours	Next Business Day	Next Business Day	End of Next Business Day
	Miscellaneous on-site desktop support requests such as new computer set-ups, non-critical hardware problems, or on-site software installation.	2 Business Days	2 Business Days	2 Business Days	2 Business Days