IMCSS Response Times

We attempt to resolve basic computer desktop issues and inquiries within 3 business days. If resolution is complicated for any reason (requirement of a purchase, unable to successfully diagnose problem, client schedule conflicts) an IMCSS technician will inform the user directly of the issue and his/her path of resolution and targeted completion. If a technician is unable to determine resolution directly with the client, the IMCSS Help Desk Manager will be involved to determine a path of resolution.

Standard Issue - Resolution within 3 business days if unable to resolve via telephone. In all cases, if a technician is available the resolution will be done ASAP; however, if a problem requires a technician to visit the computer and one is not readily available; ticket backlog would require the 3-business day time-frame. During large project implementations (CAM, Outlook migration) standard issue resolution may take up to 4 business days due to limited resources.

New User Setup - Resolution within 3 business days for new user setups.

Password Changes - Password changes will be accommodated within 4 business hours for current clients.

Computer Down - Priority 1 - immediate response with minimum follow up in 3 hours depending upon group's current workload.

We ask that you provide us with as much notice as possible for new lines, new computers, etc. because we must coordinate these efforts with other entities (both internally and outside of Washington University) that may add additional time to resolution. (E.g. MLCNS requires a 2-week lead time to install a new network line. See section on Network lines for detailed MLCNS data line policies and costs.)

Computing Support Services
Department of Medicine
Washington University School of Medicine