SYNOPSIS:
What are the response times from the OIT Help Desk via telephone and e-mail if I send in a problem ticket?

SOLUTION:
You may send e-mail questions to the Help Desk at any time. E-mail questions are usually answered the next business day. Requests by telephone calls are usually returned within ten minutes, if not picked up immediately by a phone representative. Your phone call will be picked up live within 90 seconds over 90 percent of the time.

Some questions need additional investigation and take longer to answer, particularly if the service of concern requires the Help Desk to contact second tier support, as is the case with a networked server or a collaborative service.

The Service Level Agreement that the Help Desk has with the Princeton University community is a 24 hour response to e-mail queries and within a ten minute response via telephone.

The OIT Help Desk publishes online technical support documentation in order to better serve our customer base. It's as easy as 1, 2, 3 and helping yourself to answers is the fastest way to resolve your problem. Our KnowledgeBase can be searched by keyword or by browsing the catalog of solutions.
          http://www.princeton.edu/helpdesk

Help Desk services and hours are documented here:
          http://kb.princeton.edu/3338

If you have urgent computer needs, troubles, or concerns, please call us at 8-HELP (Option 1). We hope this clarifies the Help Desk response times and services.