Service Level Agreement

Technical Support staff provide assistance in information delivery, problem management, and technical troubleshooting for recommended hardware and supported software packages for the college. The Information Technology Service Desk is the central point of contact for all technology and computer-related questions.

The resolution of technical problems is a collaborative process between the user and technical support personnel. This document outlines what the user can expect when calling the Service Desk for assistance, and how the user can assist in the resolution of the problem.

Service Desk Hours of Operation

Normal Hours of Operation:

Monday - Thursday

8:00 AM - 11:00 PM


8:00 AM - 9:00 PM


12:00 PM - 9:00 PM


12:00 PM - 11:00 PM

Breaks and Intersession

Monday - Friday

8:00 AM - 4:30 PM





Summer Hours

Monday - Thursday

8:00 AM - 8:00 PM


8:00 AM - 4:30 PM





Arrangements can be made in advance for support at other times.

How to Contact the Service Desk

There are three ways to contact the Service Desk:

Phone: Call 436-4567
Walk-in: Milne Library - ITechnology Center, Basement Level.

Critical or very important requests should always be communicated directly to the Information Technology Desk by phone or in person.

Who is supported?

Faculty, staff, students, or others who conduct college-related business consistent with the college mission and policies.

What do we support?

Members of the technical support staff at SUNY Oneonta, coordinated through the Service Desk, will provide the following services:

  • Install, manage and troubleshoot hardware and software that supports the mission of the College.
  • Troubleshoot network problems
  • Troubleshoot malicious software
  • Provide web authoring support
  • Provide consultation for purchases
  • Troubleshoot user account and password problems
  • Provide general consultation

Responsibilities of Those Making a Request

Callers should contact the Service Desk while in front of the affected equipment. When calling please be prepared to:

  • Supply complete contact information (User ID, first and last name, department, phone number, building and room number)
  • Provide a clear and specific description of the problem or request
  • Check connections, power on/off devices and gather additional information on behalf of the calling technician

Call Procedures and Response Times

The Service Desk treats all calls as important and will make its best effort to resolve all reported problems in a timely fashion. The caller may be asked to verify affiliation with the College. When the Service Desk Support Consultant and customer initially determine the customer's need, the Service Desk Support Consultant will enter the call into the tracking database, giving the caller the Service Desk ticket number, and attempt to resolve the problem over the phone. If first level resolution is not possible then the Service Desk Support Consultant will

  • assign the request to a second level technician, who will review the call and contact the customer to schedule an appointment; or
  • call an appropriate second level technician to address an immediate need; second level technicians will make their best efforts to resolve calls assigned to them in a timely manner. The customer may call the Service Desk at any time to request an update on the status of his or her unresolved calls, and to request more immediate assistance if necessary.

From the technician customers can expect:

  • to acknowledge calls assigned to them in a timely manner
  • to log updates into the database
  • to verify resolution satisfaction

Responding to the Customer

Customers will receive an initial response within 2 hours.

An initial response will generally take the form of a phone call to the customer. This response will be used to confirm the existence of the problem and gather additional information. Technicians will use this response as an opportunity to establish a plan to define when work on a resolution will begin.

If the customer is not available, a voicemail, email or physical message will be left. If the user does not respond within five business days, the call ticket will be closed.

A problem will be considered resolved when a solution or a workaround that is acceptable to the client has been implemented.


In the event that a customer has not received a response within the target response time, they should call the Service Desk and ask to speak to a supervisor. The supervisor will personally follow up on the call to determine its status.

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