The timelines offered below represent projected response times during normal operating conditions at the College of Health Sciences. However, actual response times may vary depending on staff or resource availability or extenuating circumstances.  The timelines below serve as a guideline for planning purposes. 

Incidents

In general, users can expect the following response times for responding to incidents from the Office of Technology Services.

• Onsite assistance:
  • Lexington campus
    • Within one (1) working day for issues classified as High priority.
    • Within two (2) working days for issues classified as Medium priority.
    • Within five (5) working days for issues classified as Low priority.
       
  • Other locations
    • Within two (2) working days for issues classified as High priority.
    • Within five (5) working days for issues classified as Medium priority.
    • Within ten (10) working days for issues classified as Low priority.
       
• Remote assistance:
  • All locations
    • Within one (1) working day for issues classified as High priority.
    • Within two (2) working days for issues classified as Medium priority.
    • Within five (5) working days for issues classified as Low priority.

CHS Faculty, staff, and/or students should contact CHS Helpdesk as soon as possible when an incident occurs. 

Requests for Change

The Office of Technology Services responds to Requests for Change submitted by the CHS faculty, staff, and/or students as quickly as possible.  However, consideration will be given to business needs of the College of Health Sciences and the availability of OTS staff and resources.  Time frames cannot usually be guaranteed for Requests for Change.

In most cases, Incidents will be given priority over Requests for Change.

End-User Support and Equipment Reservations

End-User support will be subject to the same response time guidelines as Requests for Change.  Equipment reservations, when made with proper notice, will be scheduled with delivery of services at the time and date requested.