I have entered a request via phone to the Service Desk or the web request form. When will someone contact me?

Once your request is submitted either via the Service Desk or the online request system, you can expect to be contacted by an engineer per these guidelines:

Two (2) hour (during business hours) for issues classified as Critical.
Four (4) hours (during business hours) for issues classified as High priority.
Eight (8) hours (during business hours) for issues classified as Normal priority or below.

Critical issues are those affecting a large number of people.Â Individual outages will be considered critical if there is a same day critical deadline (i.e. grant submission)
High priority issues are those affecting a business-critical service for an individual without a same-day critical deadline.
Normal priority issues are those requests that are neither critical nor high priority.

Please note that resolution times may vary depending on the nature of the request.

One new number: 773-702-3456

I have entered a request via phone to the Service Desk or the web request form. When will someone contact me?

Once your request is submitted either via the Service Desk or the online request system, you can expect to be contacted by an engineer per these guidelines:

Other IS support contacts: