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The listed response timeframes are goals OIT trys to meet consistently during normal business hours. They are not intended as service guarantees. Often we will do better, but in times of peak support loads, response may take longer. The timeframes will help you know when to expect a return phone call from a Desktop Support staff member; problem resolution may take additional time. If you feel your request has not been responded to in a timely fashion, you may escalate your request by calling ext. 949-824-2222 and requesting to escalate the ticket to speak with someone in desktop support immediately. You may also call 949-824-2222 to request to escalate your issue to a manager.
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