Hours & Response Times

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


Staffing Schedule

HD Hours - Fully Staffed
Monday - Friday
8:00 am to 5:00 pm

HD hours - limited staff
Monday - Thursday
5:00 pm to 10:00 pm

HD hours - On Call
Responds to system
outages 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.

Response Expectation Chart

Resolution Expectations

Every attempt is made to solve each issue on first contact.  However, some issues require escalation to an advanced support team.  Campus closures, virus outbreaks, or other emergencies may delay the time necessary to complete requests.

Resolution Expectations by Category

Walk-in customers may visit us in building 79 from 8:30am to 4:30pm on weekdays.

The Help Desk is closed on weekends and holidays.

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