Standard business hours are 8:30 a.m. to 5:00 p.m., Monday through Friday, except for University at 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. ITCS Field Services 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 ITCS Field Services 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. ITCS Field Services will assign resources to work on the problem until resolution is obtained, and the client will commit the appropriate resources to work with ITCS Field Services 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|
ITCS Field Services is a division of IT Customer Service serving the workstation and mobile device needs of specific administrative offices at University at Buffalo.