The IT Service Center is the single point of contact for all of your IT-related needs!
After you've done basic pre-troubleshooting/gathered background information for "break-fix" problems or tried to find the answer to your "how to" question on your own, please contact the IT Service for assistance.
- E-mail: Send your questions/problems to @IT Support for response during Business Hours.
- Telephone: Call the IT Support Helpline at extension 222 or (847-615-6222 from an outside line). The phone is answered during Business Hours when we're not out helping other people. Menu options allow you to leave a detailed message if no one answers or forward to the IT On-Call mobile phone for Level 0 or Level 1 issues.
- Drop-in: We are available for drop-in help in the IT Service Center (GB-236) during Business hours. We may be out helping other people, so schedule an appointment by telephone or e-mail if your needs are time-sensitive.
Scope of Services
The IT Department is here to help you use information technology effectively in your job. We will help you with any
work-related problem or project using any supported system listed below. We promise to respond promptly, though we will have to
prioritize your request based on our workload. Because of the many demands on our time supporting the work of students and employees,
we can not provide assistance on non-supported hardware or software or on non-work-related projects.
Support Hours
The
IT Service Center is staffed during Business Hours, as defined in the following table of support time periods.
The level of support provided during each of the defined periods is detailed under Incident Levels.
| Period Name |
Hours |
On These Days |
Alternate Hours |
On These Days |
| Business |
7:30 AM - 4:30 PM |
Days school is in session |
8:00 AM - 3:00 PM |
Summer Hours Work Days |
| Evening |
4:30 PM - 10:00 PM |
Days school is in session |
8:00 PM - 10:00 PM |
Summer Hours Work Days |
| Weekend |
8:00 AM - 10:00 PM |
Days school is closed |
|
|
| 24x7 |
12:00AM - 12:00 PM |
Monday- Sunday |
|
|
Incident Levels
To effectively deal with user support issues given limited resources, the IT Department accords different support scenarios different response levels. Please help us triage incoming problems according to the following rubric.
| Level |
Name |
Description |
Contact Method |
Response Hours |
Response Time |
| 0 |
Critical System Outage |
A critical supported service fails |
Telephone |
24x7 |
5 minutes |
| 1 |
Real-Time Work Stoppage |
A supported system fails preventing classroom instruction, school-related presentation, or other "real-time/synchronous/time-sensitive" activity. |
Telephone |
Business & Evening & Weekend |
5 minutes |
| 2 |
Asynchronous Urgent Work Stoppage |
A supported system fails preventing high-priority work that can be delayed, but only for a very short time. |
Telephone |
Business |
30 minutes |
| 3 |
Asynchronous Nonurgent Work Stoppage |
A supported system fails preventing work that can be delayed for an extended period of time. |
E-mail |
Business |
1 hour |
| 4 |
Nonblocking Issue |
A supported system malfunctions but does not prevent work. |
E-mail |
Business |
3 business days |
| 5 |
Unsupported Courtesy |
Unsupported system or non-work related questions/problems. |
E-mail |
Business |
As available, with 15 minute limit |
Key
| Name |
Description |
| Level |
Numeric priority indicator (0=highest priority) |
| Name |
Descriptive name for triage response level |
| Description |
Narrative summary of incident types fitting the level |
| Contact Method |
Preferred method of contact for cases fitting the level |
| Response Hours |
Time blocks in which incidents in the level will be actively serviced |
| Response Time |
Target time to respond to notifications of the incident |
Direct Contact
The IT Service Center is the single point of contact for all of your IT-related needs!
Please direct
all initial & follow-up support inquiries to the IT Service Center as described in the
IT Service Center section rather than to individual members of the IT Department. This allows us both to serve you better in two ways: (1) Since there's always someone on duty at the IT Service Center during Business hours during Evening hours for Level 1 incidents & on call 24x7 for Level 0 incidents, you're going to reach someone who's prepared to respond to your problem. If more than one urgent problem crops up simultaneously, we have a defined system of adding backup coverage to the Service Center to ensure adequate response. (2) Avoiding interrupting IT Department members who are not on IT Service Center duty allows us to be more productive in performing the other parts of our job, leading to better planning, more proactive system maintenance, creating a more responsive & stable IT environment. Thanks for your cooperation!