Information for Requesting IT Support
Overview
Faculty may submit technical support requests via email at son-it@umich.edu. If your computer is not functional or you do not have internet access, please call us at (734) 764-4425 or stop by the office (room 4237) to submit your request.
Please include the following information when you submit your request:
- Name
- Room Number
- Phone Number and times of availability
- Brief description of your computer issue
Request Priority Levels and Response Times
Emergency
- As soon as possible or within 90 minutes
- Defined as infrastructure outages or issues that affect multiple users or individual users with immediate time constraints
- Examples: computer not powering up, faculty/staff unable to login to computers, and network printing unavailable
Urgent
- As soon as possible or within 1/2 working day
- Defined as critical application failures where there is no work around
- Examples: lack of email or internet access and the inability to print
Elevated
- As soon as possible or within 1 work day
- Defined as work around solutions available but permanent remedy should be implemented within a business day
- Examples: local printer not setup but network printer available
Standard
- As soon as possible or generally, within 3 days
- Defined as general requests for software installation, information requests, etc.
Sometimes backlogs occur and depending on the amount of requests received and time required to complete currently pending requests, response times may vary slightly. Please contact SoN IT if you have not received a response from a SoN IT team member regarding your request within the stated response time. Please feel free to contact the IT Director, Denise Berthiaume if you have questions or comments about IT policies.
