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CIT DMS Hours and Response Times

Hours of Availability

Standard business hours are 8:30 a.m. to 5:00 p.m., Monday through Friday, except for University of Buffalo holidays and when the campus is closed due to an emergency. 

  • Staff are available for after-hours support by arrangement for scheduled work

Response Times

Priority Response Time Description Expected Resolution
High 2 hours Your unit is unable to function due to the problem. CIT-DMS will assign appropriate resources and continuously work on the problem until resolution is obtained, and the client will commit the appropriate resources to work with CIT-DMS to resolve the issue. During the event, a communication protocol will be established by the service provider and the client for reporting the status of repairs. 
Resolution is anticipated within 1 business day

Medium 4 hours The problem inhibits your unit’s ability to function. CIT-DMS will assign resources to work on the problem until resolution is obtained, and the client will commit the appropriate resources to work with CIT-DMS to resolve the issue. During the event, and the client contact will follow agreed upon protocols to communicate status of repair activities.
Resolution is anticipated within 2 business days
Low 1 business day The problem is routine, possibly just an inquiry with no loss of computing function Resolution is anticipated within 5 business days

Required Lead Times

  • Computer relocation request – two days for smaller moves (1-5 devices) and one week for larger moves (>5 devices)
  • New equipment installation requests - one business week for individual requests; longer for larger installations
  • Requests for a re-imaged workstation – one week 
  • Requests for a large number of software installs – one week or more depending on installation complexity and testing requirements

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