Survey Results

This survey was sent via email to all UAF Staff and Faculty in March of 2006. These are the results.

1. What is a reasonable time to be on hold when you call the OIT Support Center for IT support during business hours?

2. What is a reasonable response time when you email the OIT Support Center for IT support during business hours?

3. Do you expect the OIT Support Center to posses the ability to reset your password for all administrative accounts when requested?

a) If you answered yes, what is the resolution time you expect?

4. What is a reasonable resolution time when you request desktop support for a problem preventing you from your daily workflow?

5. What is a reasonable resolution time when you request a desktop enhancement such as new hardware or a new application installed (assuming the requested hardware or software is on-site and available)?

6. How much advance warning should you receive from the OIT Support Center about scheduled outages for the following systems/applications:

a) Banner

b) Email

c) Meeting Maker

d) Blackboard

Updated 9 August 2006