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Unless otherwise specified, an initial response to a service request should be received within 15 minutes.  Additional target times / durations to complete your request are detailed below.

Communication Service

  • Mailbox creation: 
    • Exchange (30 minutes to complete)
    • Gmail claim or special Exchange (TAMU IT SLA)
  • Shared mailbox access for group (30 minutes to complete)
  • Assistance with existing Listserv (30 minutes to complete if owned by Liberal Arts IT; otherwise, TAMU IT SLA)
  • Assistance with Listserv creation (30 minutes to complete if owned by Liberal Arts IT; otherwise, TAMU IT SLA)
  • Publishing digital signage on existing hardware (1 hour to complete)
  • New digital signage hardware (1 day to spec + 4 hours to install + vendor SLA for delivery of equipment)

Computer Account Creation

  • With all necessary documents attached to request (30 minutes to complete)
  • Without all necessary documents attached to request (3 days to acquire from department or human resources)

Desktop Service

  • Troubleshooting: 
    • Simple Resolution (1 business day)
    • Complex resolution (3 business days)
  • Hardware Maintenance: 
    • Warranty (Vendor SLA - 2 business days for Dell. Completion and deployment on 3rd business day)
    • Microcomputer repair warranty (Vendor SLA + LAIT follow-up every 2 business days until completion)
    • No warranty (Contact with user, dept. head and business office for direction + Vendor SLA. 2 business days until unit is replaced either permanently or with a loaner)
  • Software Installation (Supported software available upon request):  
    • Imaging, updates and standard software (2 hours without interruption; 1 business day with interruptions)
    • Requested software simple (30 minutes or less) - standard college offered software (Browser install, update or patch)

    • Requested software complex (1 business day unless vendor is required and then 1 day + Vendor SLA) - vendor supplied software (SAS, AutoDesk, etc.)
  • Vendor liaison (TAMU IT, ITS, IMS and external vendors):

    • Vendor SLA
    • Follow-up contact with vendor every 2 business days until task completed.

Networked File Storage

  • Personal Storage (H drive) on college network
    • Initial standard quota is 5 GB.  Quota increased by user request.  Backed up daily.  Incremental backup retained for 30 days, after which recovery to old version of data is no longer possible.
  • Departmental Storage (S drive) on college network
    • Initial standard quota is 5 GB.  Quota increased by user request.  Backed up daily.  Incremental backup retained for 30 days, after which recovery to old version of data is no longer possible.
  • Research Storage
    • Liberal Arts IT will support research storage devices but is not responsible funding hardware.
  • File Recovery Issues (3 days to complete)

Printing & Scanning

  • Printer/Scanner access issues (4 hours to complete)
  • Scan to email
  • Scan to network file share for high volume users
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