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.
|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|
Desktop and Mobile Support is a division of CIT Enterprise Infrastructure Services serving the workstation and mobile device needs of specific administrative offices at University at Buffalo.