IET Helpdesk

IET Services will always try to solve problems in the shortest time possible. The majority of requests will be answered in much less time than the maximum listed below. The following are the maximum time commitments and may vary depending on the nature of the request.

PriorityClassification DescriptionResponse TimeResolution Time
1EmergencyWide-Spread (department, division, building, campus) outage of network, email, internet, Admin Software, etc.15 MinutesDepends on Problem (As soon as feasibly possibly)
2UrgentIndividual Outage of critical service, Wide-Spread degradation of Services,Critical Upgrade or Enhancement1 Hour8 Hours
3PressingIndividual degradation of service for critical application, Creation of New Accounts6 Hours32 Hours
4NormalGeneral Requests, Individual outage/degradation of non-critical service/application, Problems that do not prohibit use of services in a normal matter, Information Request8 Hours120 Hours (5 Days)
5LowNew PC Installations, Classified by user as low priority, Internal requests of a non-critical nature48 hours240 Hours (10 Days)
10Short-Term ProjectProject that can be completed in approximately one month48 Hours 
11Long-Term ProjectProject that can be completed in approximately six months72 Hours 
12Extended ProjectProject that can be completed in approximately one year72 Hours 
Unless otherwise specified, or Help Desk staff determines that problem needs to be escalated, the default Priority for all tickets is 4 (Normal).

Other Time Constraints

  • Pickup obsolete equipment from office: 120 Hours (5 Business Days)
  • Request for software media: 72 Hours


Escalation of Problem Requests

If you feel that your request is not handled appropriately, please contact one of the following people:


Hours of Operation

Monday – Friday from 8:00AM until 4:30PM.

Need help?

Call Us: (318) 473-6421 FAQs Submit Help Desk Ticket