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Help Request Guidelines
Before submitting a help request, please keep the following things in mind.
Following these guidelines will assist CITO in helping you with your questions and requests in a timely and efficient manner.
- Always use the Help Request Form to request help.
Filling out this form allows all CITO techs to see your request, and therefore provide help faster.
In addition, it allows CITO to track the progress and recurrance of problems, allowing for better research and quicker resolution of problems.
Please, do not phone in any help requests.
- If you can not submit a help request, please contact your Department Administrator so he or she may submit a request on your behalf.
- Please fill out all information on the form as accurately as possible.
Also if possible, include some dates and times you will be in your office, in case the CITO technician needs to ask you questions or otherwise needs you present.
- A CITO technician will be in touch as soon as possible. We strive for a response within 24 hours of your help request submission (weekends excluded). Please note that during peak business times such as semester beginnings and lifecycle replacement program implementation can delay CITO's response to your request for help.
- Please note there is a 3 day minimum turnaround for computers that need to go to the shop for hardware or major software repairs.
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