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Standard Hours of Operation
All standard support requests, hardware troubleshooting, and account inquiries will be handled during the following window:
- Open Monday – Friday: 7:30 AM – 4:30 PM
- Closed Saturday – Sunday
Note: The IT Service Desk is closed on all observed company holidays. Any tickets submitted during closed hours will be entered into the queue for the following business day.
Response Time Commitment
We are committed to acknowledging and beginning work on all standard requests within 24 business hours of receipt.
- Business Hours Definition: "24 hours" refers to time elapsed during our active operating window (Mon–Fri, 7:30 AM to 4:30 PM).
- Example: A ticket submitted at 3:00 PM on Friday will be responded to by 3:00 PM on Monday.
Incident Categorization & After-Hours Support
To ensure our team can maintain a sustainable pace, we distinguish between Major Incidents and Individual Urgent Requests.
Major Incidents (After-Hours Support Provided)
IT staff will be alerted automatically and will respond to "System Down" events that affect the entire organization, such as:
- Total network or Wi-Fi outages.
- Server failures affecting all users.
- Widespread security breaches or cyberattacks.
Individual Requests (Business Hours Only)
Requests that affect only a single user or a small group will be addressed during regular business hours, regardless of the perceived urgency. This includes:
- Password resets or account lockouts.
- Individual hardware failure (laptops, monitors).
- Software installation or "how-to" questions.
How to Reach Us
To help us meet our 24-hour response window, please use the following channels:
- Support Portal: TeamDynamix Service Desk Portal (Preferred for fastest tracking)
- Email: servicedesk@css.edu (emails forwarded to TeamDynamix)
- Phone: 218-723-7007 (voicemails forwarded to TeamDynamix)